---
title: "Alok Singh - Service Desk Manager in Noida | Tal"
description: "Meet Alok Singh, Service Desk Manager @ HCL Technologies | ITIL® v3 Foundation based in Noida."
image: "https://tal.club/meet/alok-9/share-image"
---

# Alok Singh on Tal

## Headline

Service Desk Manager @ HCL Technologies \| ITIL® v3 Foundation

## About

As a Service Desk Manager at HCL Technologies, I bring over four years of experience in service desk operations, incident management, and KPI optimization\. My ITIL® v3 Foundation certification has enabled me to align service delivery processes with organizational goals and maintain compliance with SLAs, ensuring operational excellence and efficiency\. By focusing on business relationship management and fostering collaboration, I contribute to the continuous improvement of IT services and customer satisfaction\. My commitment to measurable outcomes ensures seamless service desk performance that delivers value to both stakeholders and end\-users\.

## Location

Noida

## Work experience

Service Desk Manager at HCL Technologies, Jul 2021 \- Dec 2025 · 4 yrs 6 mos, Delhii

Senior Associate at Eurofins IT Solutions India Pvt\. Ltd, Sep 2019 \- Mar 2021 · 1 yr 7 mos, Bengaluru, Karnataka, India, Responded to and resolved support tickets in a timely matter\. Troubleshot IT related issues \(hardware, software, network, peripherals, VPN\) Han Conducted online research, and diagnostic activities to investigate and resolve problems with hardware and software Provided first point of contact support to end users with professionalism, timeliness, and accuracy\. Recorded technical issues and requests\. Diagnosed and resolved problems\. Escalated issues as appropriate\. Interact with all levels of staff to resolve various technical issues with personal computers, medical research computers, printers, and conference room equipment\. Contact vendors as appropriate for maintenance in accordance with company contracts Experience working in an enterprise server environment with Active Directory Domain Services \(2008 R2 or higher\) Experience working with Group Policy Support Premium Microsoft customers in the Implementation of Intune / Azure mobile device management with SCCM and office 365/ Exchange hybrid environments\. Deploy and manage mobile applications and mobile application management policies with Azure including MAM and MAMWE Administer and configure mobile device for enterprise users\. Working knowledge of Powershell , Exchange Active Sync Basic knowledge of networking concept like TCP/IP and other protocols DNS, WNS, DHCP and routing\.

Senior Associate at Eurofins IT Solutions India Pvt\. Ltd, Sep 2019 \- Mar 2021 · 1 yr 7 mos

Technical Team Lead at Accenture, Sep 2013 \- Mar 2017 · 3 yrs 7 mos, Bangalore, Worked as Team lead for one the biggest Telecom giants of Australia Daily job includes assigning the different incidents to team according to priority\. Handling escalation for the team\. Handling que Management for call volume\. Scheduling workforce management as per the volume predicted\. Monitors the progress of incidents\. Ensure timing and resource conflicts are avoided and schedules maintained at a manageable level\. Maintenance of the scheduled reports\. Perform Post Implementation Reviews \(as needed\)\. Identify and escalate issues that do not adhere to SLA requirements\. Perform Quality Checks on all incidents\. Tracking on NPS and critical call parameters like AHT and quality scores & continuously review/coach teams on the same Managing new hire process of candidates\. \(Includes from the time of onboarding to production floor\) Preparing the team scorecard and publishing them to higher management and client for reviews \(Based on KPI\) Identify gaps in technical skills and plan trainings for the team\. Performance review with team in regards to their goals and objectives\. Ensure knowledge base articles are prepared regularly to improve the process\. Updating the knowledge base articles as per the process requirements\.

SDC at Unisys Global Services India, Apr 2008 \- Mar 2013 · 5 yrs, The purpose of the Service Delivery Coordinator position is to ensure a high level of customer satisfaction while maintaining contracted Service Level Agreements \(SLA's\) and improving account profitability\. This is achieved through a complete understanding of industry practices, principles, theories, concepts and standards involved with client facing service delivery\.

Customer Service Representative at Aditya Birla Minacs, Nov 2005 \- Dec 2007 · 2 yrs 2 mos, Provided end user support for online job platform operations including resume posting and profile optimization\. Guided job seekers on platform features and best practices to improve visibility and search outcomes\. Assisted employers with job posting management and recruitment database administration\. Documented complex customer issues, identified root causes, and recommended technical solutions\. Escalated technical issues and coordinated follow\-up to ensure complete customer satisfaction\. Served as primary contact for customer inquiries, maintaining professional communication standards\. Collaborated with internal technical teams to resolve platform challenges impacting user experience\.

SSR at Aditya Birla Minacs, Nov 2005 \- Nov 2007 · 2 yrs 1 mo, Was working for Jobsite MONSTER\.COM as chat representative\. Helping the jobseekers and the employers both \.Helping jobseekers to find a job according to their profile , Helping them with posting of resume , searching them jobs related to their field\. For employers helped them to post the jobs , update them about resume database , notifying them about the job post expiry and helping them to find suitable candidate from our resume database

## Education

Bachelor of Commerce \(BCom\), Accounting, Anugrah Narayan college

12th, Physical Sciences, Mrs KMPM Inter College

[View the original profile](https://tal.club/meet/alok-9)

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