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Devesh Mishra Email & Phone Number
Service Desk Manager
at
PENTA SERV (INDIA) PRIVATE LIMITED
LinkedIn matched
✓ Verified August 2026
3 data sources
Profile completeness 86%
Current company
Role
Service Desk Manager
Location
Ghaziabad, Uttar Pradesh, India
Company size
Who is Devesh Mishra? Overview
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Quick answer
Devesh Mishra is listed as Service Desk Manager at PENTA SERV (INDIA) PRIVATE LIMITED, a with 7 employees, based in Ghaziabad, Uttar Pradesh, India. AeroLeads shows a matched LinkedIn profile for Devesh Mishra.
Devesh Mishra previously worked as Sr. Operations Lead at Pentaserv and Escalation Manager at Persistent Systems. Devesh Mishra holds Master Of Business Administration - Mba from Indian Institute Of Planning And Management.
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Email format at PENTA SERV (INDIA) PRIVATE LIMITED
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PENTA SERV (INDIA) PRIVATE LIMITED
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Profile bio
About Devesh Mishra
Working as a Sr. Operations Lead with leading US clients, handling a team of 15 Service Desk Technicians.● Leading team to goal oriented outcomes● Excellent Vendor Management Skills● Excellent Incident Management Skills ● Designed a roadmap to standardize Help Desk deliverables ● Day to day management of team including recruitment, management, & development ● Assisting team on Escalation Handling● Investigate key blockers for the team and work with the Head of Technology to resolve ● Delivering while managing the expectations of your stakeholders● Ensure key stakeholders are updated at all time● Liaise, partner and build relationships with key users ● Performing RCA for repeated escalations and suggesting course correction ● Queue Management, SLA management, Schedule Management and Adherence● Break Management, Leave Management● Helped team to achieve Higher CSAT by coaching and mentoring● DSAT Analysis, Call Audits and feedback sessions● Commitment to continuous improvement & learning ● Designed Quality Audit sheet for Performance Benchmarking● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Identifying People and Process Gaps and creating improvement plans ● Also, Formulated Stack ranking parameters for performance appraisal● Designed quarterly RnR to keep the employee morale high● Tracking FCR, RR, Total Resolved Cases● Worked and Improvement Manage Engine Ticketing tool to incorporate correct Categories for accurate reporting● Preparing process docs for the forthcoming batches for the purpose of process training● Outage handling, Initiating Bridge Calls● Adjust SOP as per process requirement ● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery. ● IT Asset Management- Ensuring Sufficient inventory levels for most of the IT assets. Also making sure the return of equipment is well documented in the System and reconciling Assets on a weekly and monthly basis.● Presenting HD performance and the road ahead to stakeholders in Monthly Cadence● Exposure to tools like, Nutanix and SentinelOne
Current workplace
Devesh Mishra's current company
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Penta Serv (India) Private Limited
Employees
7
AeroLeads page
7 roles
Devesh Mishra work experience
A career timeline built from the work history available for this profile.
Sr. Operations Lead
Current
Pentaserv
Jan 2024 - Present
Escalation Manager
Aug 2022 - Jan 2023
Help Desk Lead
Worked as Helpdesk Lead and helped Team on below KRAs● Leading team to goal oriented outcomes● Excellent Vendor Management Skills● Assisting customers by taking Sup call and Escalation Handling● Performing RCA for repeated escalations and suggesting course correction ● Helped team to achieve Higher CSAT by coaching and mentoring● DSAT Analysis, Call Audits and feedback sessions● Designed Quality Audit sheet for Performance Benchmarking● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Tracking FCR, RR, Total Resolved Cases● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery. ● IT Asset Management- Ensuring Sufficient inventory levels for most of the IT assets. Also making sure the return of equipment is well documented in the System and reconciling Assets on a weekly and monthly basis.
Aug 2021 - Aug 2022
Service Desk Lead
Worked as a helpdesk Lead with below KRAs● Leading team to goal oriented outcomes● Designed a roadmap to standardize Help Desk deliverables ● Assisting customers by taking Sup call and Escalation Handling● Performing RCA for repeated escalations and suggesting course correction ● Queue Management, SLA management, Schedule Management and Adherence● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Identifying People and Process Gaps and creating improvement plans ● Also, Formulated Stack ranking parameters for performance appraisal● Designed quarterly RnR to keep the employee morale high● Tracking FCR, RR, Total Resolved Cases● Worked and Improvement Manage Engine Ticketing tool to incorporate correct Categories for accurate reporting● Preparing process docs for the forthcoming batches for the purpose of process training● Outage handling, Initiating Bridge Calls● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery.
Sep 2019 - Apr 2021
Help Desk Lead
Working as SME cum Lead on below KRAs● Assisting customers by taking Sup call and Escalation Handling● Performing RCA for repeated escalations and suggesting course correction ● Queue Management, SLA management, Schedule Management and Adherence● Break Management, Leave Management● Helped team to achieve Higher CSAT by coaching and mentoring● DSAT Analysis, Call Audits and feedback sessions● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Identifying People and Process Gaps and creating improvement plans ● Tracking FCR, RR, Total Resolved Cases● Preparing process docs for the forthcoming batches for the purpose of process training● Outage handling, Initiating Bridge Calls● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery. ● IT Asset Management- Ensuring Sufficient inventory levels for most of the IT assets. Also making sure the return of equipment is well documented in the System and reconciling Assets on a weekly and monthly basis.
Feb 2017 - Jan 2019
Lead Business Analyst
Working as a Lead Business Analyst, handling a team of 15 Service Desk Technicians.● Leading team to goal oriented outcomes● Excellent Vendor Management Skills● Assisting customers by taking Sup call and Escalation Handling● Performing RCA for repeated escalations and suggesting course correction ● Queue Management, SLA management, Schedule Management and Adherence● Break Management, Leave Management● Helped team to achieve Higher CSAT by coaching and mentoring● DSAT Analysis, Call Audits and feedback sessions● Designed Quality Audit sheet for Performance Benchmarking● Performing Weekly Quality Audits, Providing constructive feedback for improvement● Identifying People and Process Gaps and creating improvement plans ● Designed quarterly RnR to keep the employee morale high● Tracking FCR, RR, Total Resolved Cases● Preparing process docs for the forthcoming batches for the purpose of process training● Outage handling, Initiating Bridge Calls● Vendor management-Coordinating with Vendors on shipment issues, ensuring online delivery. ● Presenting HD performance and the road ahead to stakeholders in Monthly Cadence
Sep 2008 - Sep 2014
3 education records
Devesh Mishra education
Master Of Business Administration - Mba
Postgraduate Degree, Business Administration And Management, General
Executive Mba
FAQ
Frequently asked questions about Devesh Mishra
Quick answers generated from the profile data available on this page.
What company does Devesh Mishra work for?
Devesh Mishra works for PENTA SERV (INDIA) PRIVATE LIMITED.
What is Devesh Mishra's role at PENTA SERV (INDIA) PRIVATE LIMITED?
Devesh Mishra is listed as Service Desk Manager at PENTA SERV (INDIA) PRIVATE LIMITED.
Where is Devesh Mishra based?
Devesh Mishra is based in Ghaziabad, Uttar Pradesh, India while working with PENTA SERV (INDIA) PRIVATE LIMITED.
What companies has Devesh Mishra worked for?
Devesh Mishra has worked for Penta Serv (India) Private Limited, Pentaserv, Persistent Systems, Ntt Data, and Cyfuture.
How can I contact Devesh Mishra?
You can use AeroLeads to view verified contact signals for Devesh Mishra at PENTA SERV (INDIA) PRIVATE LIMITED, including work email, phone, and LinkedIn data when available.
What schools did Devesh Mishra attend?
Devesh Mishra holds Master Of Business Administration - Mba from Indian Institute Of Planning And Management.
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