Bhavesh Pathak Email and Phone Number

* Handling a Team of 30 odd people as Service Desk. * Working as Subject Matter Expert for the Customer Process * Monitoring & Resolving Client’s & Customer’s Escalations. * Preparing & Sharing Data & productivity Reports for Service Desk as well as Customers. * Mentoring & Coaching New Hires. * Conducting Quality Audits for the Tasks Handled by Service Desk. * To ensure that resources working in Service Desk are aware of quality standards &… Show more * Handling a Team of 30 odd people as Service Desk. * Working as Subject Matter Expert for the Customer Process * Monitoring & Resolving Client’s & Customer’s Escalations. * Preparing & Sharing Data & productivity Reports for Service Desk as well as Customers. * Mentoring & Coaching New Hires. * Conducting Quality Audits for the Tasks Handled by Service Desk. * To ensure that resources working in Service Desk are aware of quality standards & parameters set by the Process. * Provide constant awareness regarding any changes in the Quality Standards or Parameters. * Collating and analyzing performance data against defined parameters. * Pinpointing relevant quality-related training needs. * Defining processes and procedures in conjunction with management & technical staff. * Working methodically to establish a clearly defined management system that can be applied all across. * Supervising the programme of internal auditing. * Pinpointing relevant quality-related training needs. * Scrubbing OFI’s and escalations and giving correct resolution on the case. * Handling and managing critical and high incidents in Coordination with Incident controller team. Maintaining and delivering the given Service Level Agreement issued by client. Show less

Troubleshoot application and hardware related issue through remotes session for all remote users

Team handling, training, reporting

Desktop support (desktop level troubleshooting.)