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KANIKA MISHRA

@kanikamishra

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IT Service Desk professional with 8+ years delivering ITSM, incident management, and high customer satisfaction.

India

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What I'm looking for

I’m looking to enhance user experiences and drive operational excellence through ITSM, incident management, and proactive support. I want a team where strong SLAs, continuous improvement, and coaching are valued.

I’m an IT Service Desk professional with 8+ years of experience in ITSM, incident management, and technical support across international environments. I’ve delivered strong results—tracking 90%+ customer satisfaction and 85%+ first-call resolution—and have been recognized as a Top Performer across multiple organizations.

In my roles, I streamline service desk operations using ITIL best practices, improve SLA compliance and KPI performance, and continuously reduce resolution time through smarter workflows, proactive monitoring, and knowledgebase development. I also coach and mentor junior staff, collaborate cross-functionally to resolve complex issues faster, and turn support data into trend analysis and continuous improvement that boosts user experience and operational excellence.

Experience

Work history, roles, and key accomplishments

Administrator – Service Desk

Microland Limited

Jan 2024 - Oct 2025 (1 year 9 months)

Streamlined ticket resolution, boosting efficiency by 30% and improving customer satisfaction scores by 25%. Implemented ITIL practices, achieved 98% SLA compliance, and built a knowledge base that increased self-service options by 40%.

SLA ServiceNow Knowledge Base Management Customer Satisfaction Ticket Resolution

Service Desk Engineer

First American India

Oct 2021 - Feb 2023 (1 year 4 months)

Delivered IT support that improved user satisfaction by 30% and reached 95% first-contact resolution, reducing backlog and escalations. Revamped incident management workflows, cutting average resolution time by 40% and proactively preventing ~20% of potential outages.

Service Desk Engineering Incident Management First Contact Resolutions Troubleshooting Technical Documentation

Sr. Technical Support Executive

Wipro Limited

Apr 2021 - Aug 2021 (4 months)

Provided technical assistance that increased client satisfaction by 30% and reduced average response time by 40%. Mentored junior staff, introduced troubleshooting protocols that improved resolution rates by 20%, and handled high-volume concurrent tickets while maintaining a 95% resolution rate.

Technical Troubleshooting Customer Support Operations Incident resolution Mentoring Coaching Performance Metrics Process Optimization

International Technical Support

Deluxe Entertainment Services Pvt. Ltd.

Jun 2019 - Apr 2021 (1 year 10 months)

Supported global clients across multiple time zones, consistently exceeding satisfaction benchmarks and achieving 95% first-contact resolution. Diagnosed complex issues and redesigned support processes to improve operational efficiency by 30% and reduce end-to-end response time by 25%.

Troubleshooting Technical Documentation Process Redesign

Customer Support Executive

Kanris InfoTech Pvt. Ltd.

May 2017 - Apr 2019 (1 year 11 months)

Delivered customer service that increased satisfaction ratings by 30% and resolved 95% of inquiries at first contact, minimizing escalations. Improved onboarding by cutting training time by 20% and reduced repetitive queries by 40% through FAQs and self-service guides.

Customer Support Onboarding