Open to opportunities

Manish Khare

@manishkhare

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IT Service Desk Analyst delivering ITIL-driven, 24/7 global support and process training.

India

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What I'm looking for

I’m looking for a role where I can run ITIL-based service desk operations, improve SLA/quality outcomes, and coach teams—while supporting global users with strong incident/change discipline and continuous process improvement.

I’m an IT Service Desk Analyst with substantial experience in Global IT Service Desk operations, providing remote chat/voice/email and ticketing support across 24x7 environments. I’m strongly focused on SLA practice and adherence, using an escalation matrix to drive timely resolution while supporting Severity (Incident), Change, and Problem Management.

I also strengthen teams through Technology Process/Product training and content development, including Cyber Help Desk operations and support for a Cybersecurity sub-group. With hands-on work in Service Desk tools and performance monitoring/audits of voice, email, chat, and ticket queues, I ensure incidents and requests are logged, categorized, prioritized, and closed to quality standards—while coaching stakeholders and service desk staff to continuously improve.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst

Duff & Phelps Global LLP

Nov 2022 - Jan 2025 (2 years 2 months)

Provided 24x7 global service desk technical assistance, diagnosing software issues and troubleshooting incidents through ticketing tools. Practiced SLA adherence, escalated recurring issues, and supported severity (incident), change, and problem management workflows.

Service Desk ServiceNow Ticketing SLA ITIL Incident Management Change Management Problem Management Remote Support Ticket Categorization Prioritization Assignment Vendor Support

Service Desk Operations Manager

Softenger (I) Pvt. Ltd.

Jan 2018 - Jul 2022 (4 years 6 months)

Managed service desk and monitoring operations (24x7), ensuring ticket resolution within SLA and coordinating with resolve groups. Supported onboarding/offboarding for employees, handled access provisioning/termination, and delivered process and product training.

Service Desk Operations Ticketing SLA IT Service Desk Incident resolution Knowledge Base Office 365 Active Directory Webex Google Apps Android iOS

Service Desk Manager

Reliance Jio Infocomm Ltd.

Apr 2016 - Dec 2017 (1 year 8 months)

Managed service desk operations and supported incident, problem, and change management during severity events via bridge calls. Conducted audits and reporting, supported key-customer service reviews, and participated in change advisory board activities.

Service Desk Management Incident Management Problem Management Change Management Severity Bridge SLA Critical Customer Incidents Vendor coordination KPI Reporting Audit Change Advisory Board

Technical Support

Guruaid

Feb 2012 - Mar 2016 (4 years 1 month)

Provided technical support by troubleshooting issues for clients, including software installation and email client configuration. Resolved issues such as virus infections and slow computers by fixing client operating system and related problems.

Technical Support Troubleshooting Virus Removal Installation Computer Performance Troubleshooting

Remote System Administrator

Lester Info

Feb 2012 - Mar 2016 (4 years 1 month)

Provided remote technical support to troubleshoot Microsoft client operating system issues and network-related problems. Conducted technical and non-technical training and communicated with customers via voice and chat.

Remote Support Vista Remote Access Voice support Chat Non Technical Training