Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Attributes
Timeline
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Dikshika Gopali

Carnegie,VIC

Summary

Motivated and technically skilled Service Desk Analyst with a strong passion for problem-solving, continuous learning, and delivering high-quality IT support. Known for quickly adapting to new technologies and environments, with a proven ability to troubleshoot a wide range of technical issues efficiently. Fast learner who thrives in dynamic settings and enjoys tackling challenges head-on. Possessing a solid foundation in Windows OS, Microsoft 365, Active Directory, and ITSM tools, with a user-focused approach to support and communication.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Wesfarmers
05.2023 - Current
  • Delivered 1st and 2nd level IT support, resolving most technical issues on first contact.
  • Managed incident and service request tickets using HALOITSM, ensuring SLA compliance.
  • Maintained up-to-date inventory of corporate IT assets and tracked stock allocation.
  • Supported procurement activities including quotes, order processing, and invoicing.
  • Created and maintained user-friendly knowledge base articles to support self-service.
  • Assisted with onboarding new systems and supported technology rollouts.
  • Proactively monitored systems to identify and address potential issues early.
  • Provided user support for Microsoft 365 apps, Windows 10/11, and Outlook.
  • Ensured secure access and data handling across cloud and virtual platforms.
  • Maintained clear communication with users, promoting a user-centric support approach.

IT Support Officer

Extratech
09.2022 - 05.2023
  • Installed operating systems, Microsoft 365, and other organizational applications; set up desktops and laptops for new staff.
  • Provided multi-channel technical support (phone, email, face-to-face, remote, ticketing system); documented and escalated issues to Level 2 when necessary.
  • Maintained clear documentation of resolved issues for future reference and knowledge sharing.
  • Configured data access using NTFS, shared, file, and folder permissions; set up and supported OneDrive for Business.
  • Managed local and cloud-based backup services; assisted users with data restoration.
  • Diagnosed and resolved printer issues including network errors, paper jams, and toner replacements.
  • Administered Active Directory and Azure AD: created and managed user accounts, groups, group policies, mailbox setup, password resets, and access permissions.
  • Resolved common technical issues: basic networking, Windows 10/11 troubleshooting, BSODs, performance issues, file recovery, Group Policies, and port forwarding.
  • Managed Microsoft 365 services: Teams, OneDrive, SharePoint; user account administration, license assignment, shared mailboxes, mail flow, and out-of-office messages.

Education

Bachelor of Information Technology -

Kent Institute of Australia
Melbourne, VIC
01.2022

Skills

  • Incident management
  • Remote technical support
  • Network troubleshooting
  • Service level agreements
  • Hardware troubleshooting
  • Technical support
  • System administration
  • Documentation
  • Escalation management
  • Asset management
  • Ticketing systems
  • Microsoft windows and office
  • Problem-solving

Certification

  • Microsoft Azure Fundamentals AZ - 900
  • JAMF 100 certificate
  • ITIL Foundation


Personal Attributes

  • Excellent multitasking and prioritization to handle multiple issues efficiently.
  • Quick learner with great attention to detail and accuracy.
  • Professional and approachable, ensuring positive user interactions.
  • Skilled in time management to meet deadlines and service-level agreements.
  • Team-oriented with the ability to work collaboratively and independently.
  • Proactive problem solver with a passion for learning and adapting to new technologies.

Timeline

Service Desk Analyst

Wesfarmers
05.2023 - Current

IT Support Officer

Extratech
09.2022 - 05.2023

Bachelor of Information Technology -

Kent Institute of Australia

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Dikshika Gopali