Amon David
IT Service Desk Team Lead
Pune/Pimpri-Chinchwad Area
11+ years of work experience
Jan 20206 yrs 5 mosPresent
Pune District, Maharashtra, India
Led and supervised the IT Service Desk team responsible for providing technical support to corporate offices, retail stores, and remote locations across northern Canada.
•
Managed day-to-day service desk operations, ensuring adherence to
SLA
,
ITIL
, and
incident management
standards.
•
Acted as the primary escalation point for complex technical issues, coordinating with infrastructure, network, and application teams for swift resolution.
•
Oversaw ticket lifecycle management using
ServiceNow (or your ITSM tool)
to ensure efficient logging, categorization, prioritization, and resolution.
•
Conducted regular
team performance reviews
, set goals, and developed staff through coaching and training initiatives.
•
Analyzed service desk metrics and prepared
weekly/monthly performance reports
to identify trends and implement improvement strategies
Mar 20154 yrs 10 mosDec 2019
Pune Division, Maharashtra, India
•
Served as a
Subject Matter Expert (SME)
for Telstra’s products, systems, and service processes, providing expert-level guidance to frontline support teams and new hires.
•
Designed, developed, and delivered
comprehensive training programs
covering customer service operations, network troubleshooting, billing systems, and product knowledge.
•
Conducted
onboarding and upskilling sessions
for service desk agents and technical support staff to ensure consistent delivery of high-quality support.
•
Collaborated closely with
operations managers, quality teams, and process owners
to identify knowledge gaps and create targeted learning interventions.
Education
Higher Secondary, Commerce
Bharti Vidya Mandir
20041 yr2005
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