PUBALAN ANANTHAN
SERVICE DESK LEAD
Shah Alam, Selangor
Summary
Dynamic Service Desk Lead at ITC Infotech with a proven track record in incident management and team leadership. Championed ITIL best practices, significantly reducing ticket backlog and enhancing customer satisfaction. Skilled in client relationship management, I foster collaboration across departments to drive continuous improvement and optimize service desk operations.
Overview
14
14
years of professional experience
Work History
Service Desk Lead
ITC Infotech
Kuala Lumpur, Malaysia
07.2024 - Current
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
- Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Championed the adoption of ITIL best practices within the organization''s service desk functions, aligning processes with industry standards for optimal results.
- Reduced ticket backlog by implementing efficient triage methods that prioritize critical incidents over low-impact requests.
- Promoted a culture of continuous improvement through regular process evaluations, identifying areas for enhancement or streamlining initiatives.
- Established effective communication channels between the service desk team and other departments, fostering collaboration and information sharing.
- Implemented robust monitoring systems to proactively detect potential issues before they escalated into major incidents.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement long-term solutions.
- Contributed to the successful completion of major IT projects by providing crucial support services, such as incident management, problem resolution, and change coordination.
- Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
- Streamlined service desk operations for increased productivity and faster response times.
- Developed and implemented new processes to improve incident management and reduce resolution time.
- Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing excellent service.
- Optimized resource allocation by analyzing workload distribution data, ensuring balanced assignments across the team.
- Developed strong rapport with key stakeholders, including clients and senior management, through regular communication and status update meetings.
- Provided ongoing training opportunities for team members to develop their skills and stay current with changing technologies.
Team Leader
Fujitsu
Kuala Lumpur, Malaysia (Remote)
06.2018 - 06.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
Technical Specialist
Xerox
Kuala Lumpur, Malaysia
05.2014 - 12.2016
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Completed troubleshooting and diagnostics on company resources.
- Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
Help Desk Support Specialist
YTL Communications Sdn Bhd
Petaling Jaya, Selangor, Malaysia
01.2013 - 05.2014
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Patched software and installed new versions to eliminate security problems and protect data.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
Help Desk Specialist
SRG Asia Pacific Sdn Bhd
Kuala Lumpur, Malaysia
01.2011 - 12.2012
- Provided end-user system and equipment training.
- Walked user through series of steps to determine problem and implement likely solution.
- Logged activities in tracking system to maintain accurate, timely records.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Oversaw installations of new technology and new personnel training.
Education
High School Diploma -
UNIVERSITY OF CAMBRIDGE INTERNATIONAL
Petaling Jaya, Selangor, Malaysia 04.2001 -
Skills
Incident management
Escalation management
Service desk operations
SLA management
Team management
Reporting and analysis
Client relationship management
Timeline
Service Desk Lead
ITC Infotech
07.2024 - Current
Team Leader
Fujitsu
06.2018 - 06.2024
Technical Specialist
Xerox
05.2014 - 12.2016
Help Desk Support Specialist
YTL Communications Sdn Bhd
01.2013 - 05.2014
Help Desk Specialist
SRG Asia Pacific Sdn Bhd
01.2011 - 12.2012
High School Diploma -
UNIVERSITY OF CAMBRIDGE INTERNATIONAL
04.2001 -