Mirza Furkhan Ali Baig
@mirzafurkhanalibaig
I lead global service desk operations, improving resolution rates, knowledge adoption, and SLA performance.
IndiaWhat I'm looking for
I'm leading enterprise service desk operations at HCLTech, managing SLA compliance, incident resolution, service requests, queue performance, and service delivery objectives.
I've led teams of up to 15 offshore and onshore analysts across HCLTech and Wipro, using workforce planning, coaching, mentoring, KPI reporting, and performance management to improve operations.
At Wipro, I improved First Level Resolution by 10%, increased knowledge base adoption from 80% to 95%, and helped transition operations from Salesforce to ServiceNow with minimal disruption.
I work across ServiceNow ITSM, IAM, Active Directory, Azure AD, MFA, incident and request management, knowledge management, SLA governance, and continuous improvement. I've also supported large-scale user transitions, email migrations, endpoint device migrations, and Shift-Left initiatives that improved First Contact Resolution.
Experience
Work history, roles, and key accomplishments
Lead Service Desk operations supporting enterprise customers, managing SLA compliance, incident resolution, and service request fulfillment. Implemented Shift-Left initiatives improving First Contact Resolution by 5% and collaborate with automation teams to improve operational efficiency.
Managed 15 offshore and onshore team members supporting global service desk operations, improving First Level Resolution by 10% through coaching and knowledge management. Led knowledge management initiatives and successfully transitioned operations from Salesforce to ServiceNow.
Provided Level 1 and Level 2 technical support via calls, tickets, and email, resolving VIP user incidents and service requests while maintaining SLA compliance. Supported escalation management and provided technical guidance to team members.
Delivered first and second-level technical support for Australian customers, managing escalated incidents and ensuring timely issue resolution.
Education
Degrees, certifications, and relevant coursework
Malla Reddy Institute of Engineering & Technology
Bachelor of Information Technology, Information Technology
2012 - 2016
Bachelor of Information Technology degree from Malla Reddy Institute of Engineering & Technology, completed in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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