Deepika Limbu
North Strathfield,NSW
Summary
Service Desk Analyst with a demonstrated ability to analyze, diagnose, and resolve computer user support issues. Extensive experience in providing comprehensive technical support and effectively resolving or escalating complex technical issues. Strong organizational skills, hardworking nature, and dependable character contribute to successfully managing multiple priorities while maintaining a positive attitude. Willingness to take on additional responsibilities to contribute to team goals.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst
Healius Limited
2023.01 - Current
- Respond to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Providing top level customer service to external clients/referrers to ensure they feel supported
- Troubleshoot and resolve issues as the first point of contact providing the highest level of customer service
- Assist with the installation and configuration of desktops and other hardware as required as well as provide technical support for hardware components such as desktops, printers, and scanners.
- Ensure that all incidents and service requests are logged into the ITSM system ensuring actions taken are clearly documented in the ticket
- Resolution of requests and incidents in a timely manner and/or according to service level targets
- Respond to urgent requests and escalations, coordinate with relevant resolver teams
- Contribute to the effectiveness of the IT Operations, including sharing of knowledge and information, documenting processes and procedures
- Enthusiastic participation and continued contribution to team culture
Level 2 Food & Beverage Attendant
Australian Venue Co. | Bungalow 8
2022.01 - 2023.01
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Escorted customers to seats based on hostess recommendations and completed drink orders.
- Upheld high standards of cleanliness, frequently cleaning and organizing serving and beverage backstock areas.
Internship Trainee
111iT
2022.01 - 2022.01
- Learned new materials, processes, and programs quickly.
- Offered technical support and troubleshot issues to enhance office productivity.
- Attended training courses to build understanding of processes, techniques, and industry.
- Troubleshot minor issues with office tools and equipment, escalating more serious problems to supervisor.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Customer Service Officer
Link Group (LNK)
2021.01 - 2022.01
- Provided exceptional customer service and engage with members' needs via inbound and outbound calls, and emails to offer an outstanding member experience
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided information on superannuation products, services, and transactional information to members
- Anticipated member requirements and took responsibility for resolving complex member issues
- Showed empathy, compassion, and the capacity to actively listen to members' needs during every interaction to provide value to their lives.
Education
Professional Year -
Education Centre of Australia
01.2022
Bachelor of Information Technology -
Federation University
01.2020
Diploma and Advanced Diploma of Information Technology -
Australian Institute of Business and Technology
01.2019
Skills
- Technical Support
- Client Relations
- Incident Management
- Users' complaint resolution
- Remote Support
- Service Level Agreements
- Hardware support
- Documentation
- Time Management
- Multitasking
- Adept at learning new skills
- Team Player
References
Available on request
Timeline
Service Desk Analyst
Healius Limited
2023.01 - Current
Level 2 Food & Beverage Attendant
Australian Venue Co. | Bungalow 8
2022.01 - 2023.01
Internship Trainee
111iT
2022.01 - 2022.01
Customer Service Officer
Link Group (LNK)
2021.01 - 2022.01
Professional Year -
Education Centre of Australia
Bachelor of Information Technology -
Federation University
Diploma and Advanced Diploma of Information Technology -
Australian Institute of Business and Technology
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