Bibek Devkota
Queanbeyan,NSW
Summary
Motivated Help Desk Analyst with many years of success providing technical support to customers by phone, email, and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.
Overview
2
2
years of professional experience
Work History
Help Desk Analyst
Southern cross club
Canberra, ACT
09.2023 - Current
- Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Performed periodic maintenance tasks such as patch management and antivirus updates.
- Actively monitored incoming emails related to help desk tickets.
- Developed reports related to helpdesk activities and performance metrics.
- Conducted follow-up calls to ensure resolution of customer complaints or issues.
- Managed escalations from internal teams regarding customer incidents.
- Tested fixes prior to deployment into production environment.
- Worked closely with other IT teams for successful completion of projects.
- Recommended improvements in products, services, procedures based on customer feedbacks.
- Provided technical support to customers over the phone and email.
Customer Service Representative
4WD supacenter
Canberra, ACT
03.2022 - 09.2023
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
Information Technology
Australian Institute of Higher Education
Sydney, NSWSkills
- Customer Support
- Remote Support
- Application installations
- Help Desk Software
- System Administration
- Technical Support
- Recording support tickets
Timeline
Help Desk Analyst
Southern cross club
09.2023 - Current
Customer Service Representative
4WD supacenter
03.2022 - 09.2023
Information Technology
Australian Institute of Higher Education
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