Priti khodankar
@pritikhodankar
Experienced Service Desk Lead driving ITIL-based support, incident management, and team performance.
IndiaWhat I'm looking for
I am an experienced Service Desk Team Lead with over seven years in IT support and service delivery, specializing in enterprise-level Service Desk operations and ITIL-aligned processes.
I lead and mentor teams — currently managing 15 Service Desk Analysts — and drive incident, request, and escalation management to meet SLAs and KPIs. I coordinate cross-functional teams to resolve high-priority incidents and conduct RCAs to prevent recurrence.
Technically, I have strong hands-on experience with Microsoft 365, Active Directory, ServiceNow, VPNs (Pulse Secure, Zscaler), Virtual Desktops, and remote support across Windows and macOS environments. I implemented a knowledge base that improved first-call resolution by 25% and reduced average resolution time by 20%.
I am customer-focused and data-driven, monitor KPI/SLA dashboards, perform quality audits, and continuously implement process improvements to boost CSAT and operational efficiency.
Experience
Work history, roles, and key accomplishments
Service Desk Lead
HCL Technologies
May 2020 - Present (5 years 5 months)
Lead a team of 15 Service Desk analysts delivering 24/7 enterprise IT support, reduced average resolution time by 20% and improved first-call resolution by 25% through process and knowledgebase improvements.
Service Desk Analyst
HCL Technologies
Apr 2018 - Apr 2020 (2 years)
Resolved hardware, software and network issues, managed AD accounts and logged incidents in ITSM tools while escalating complex issues to L2/L3 and supporting international users.
Programmer
HI-Tech Computer Pvt. Ltd.
Sep 2014 - Apr 2017 (2 years 7 months)
Developed software solutions as a programmer, contributing to application development and maintenance tasks for internal and client projects.
Programmer
VNIT
Mar 2012 - Jul 2014 (2 years 4 months)
Worked as a programmer on institutional projects, handling development, troubleshooting and support activities for campus IT initiatives.
Education
Degrees, certifications, and relevant coursework
RURashtrasant Tukadoji Maharaj Nagpur University
Master of Computer Applications, Computer Science
2009 -
Completed MCA from the Department of Computer Science at Rashtrasant Tukadoji Maharaj Nagpur University.
RURashtrasant Tukadoji Maharaj Nagpur University
Bachelor of Science, Computer Science
2006 -
Completed BSc from the Department of Computer Science at Rashtrasant Tukadoji Maharaj Nagpur University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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