Summary
Overview
Work History
Education
Skills
Certification
Technicalexperience
References
Additional Information
Timeline
Generic

Eanish Mahat

West Ryde,NSW

Summary

Detail-oriented and customer-focused Help Desk Officer with one year experience in providing technical support and assistance to users. Seeking to contribute strong troubleshooting skills and IT expertise to a dynamic team.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Help Desk Officer

Ubank
Sysney, NSW
09.2022 - 01.2024
  • Provided first-level technical support to users regarding hardware, software, and network-related issues
  • Identified, researched, and resolved technical problems promptly and efficiently to minimize downtime
  • Logged and tracked support tickets using Jira, ensuring timely resolution and documentation
  • Assisted in the maintenance and administration of IT systems, including user account management and software installations
  • Conducted training sessions and created user guides to enhance end-user knowledge and efficiency.

Customer Service Officer

Service NSW
Parramatta, NSW
03.2022 - 06.2022
  • Addressed customer inquiries and concerns promptly via various channels (phone, email, live chat)
  • Offered accurate information about products, services, pricing, and availability
  • Managed and resolved customer complaints courteously and efficiently, aiming for first-contact resolution whenever possible
  • Ensured follow-up communication to ensure customer satisfaction after resolution of issues.

Customer Service Agent

Serco
Sydney, NSW
06.2021 - 10.2021
  • Provided basic technical support and troubleshooting for customer inquiries regarding products or services
  • Guided customers through troubleshooting steps and assisted with product setup or configuration
  • Maintained detailed records of customer interactions and transactions using CRM software
  • Followed up with customers to ensure their issues are resolved satisfactorily and gather feedback on service provided
  • Provided accurate information about products, services, pricing, and availability
  • Assisted customers in placing orders, tracking shipments, and handling returns or exchanges.

IT Support (Internship)

Fishbowl
Sydney, NSW
10.2018 - 01.2019
  • Provided first-level technical support to end-users via phone, email, or in-person
  • Assisted in troubleshooting hardware, software, and network issues
  • Helped users with basic setup, installation, and configuration of IT equipment and software
  • Logged and prioritized support tickets using a ticketing system
  • Monitored ticket queues and ensured timely resolution of issues within established SLAs
  • Collaborated with IT team members and other departments as needed to resolve complex issues
  • Contributed ideas and suggestions for improving IT processes and services.

Education

Professional Year -

Performance Education
01.2019

Bachelor of Information Management (computing and management studies) -

Kathmandu Institute of Science & Technology
02.2015

Skills

  • Technical Support
  • Troubleshooting
  • Customer Service
  • IT Systems Administration
  • Ticketing Systems (Jira)
  • Network Configuration
  • Software Installation and Support
  • Documentation and Reporting
  • Communication Skills

Certification

  • MS-900
  • AZ-900
  • Technical Skills for IT Support online

Technicalexperience

  • Research and develop knowledge base articles for IT support skills on LinkedIn.
  • Supported and maintained effective relationships with other members.
  • Strong knowledge of client and server systems using Active Directory and Domain Controllers.
  • Tracing and reviewing important account information in Office 365

References

Available upon request

Additional Information

Permanent Resident

Driver License

Timeline

Help Desk Officer

Ubank
09.2022 - 01.2024

Customer Service Officer

Service NSW
03.2022 - 06.2022

Customer Service Agent

Serco
06.2021 - 10.2021

IT Support (Internship)

Fishbowl
10.2018 - 01.2019

Professional Year -

Performance Education

Bachelor of Information Management (computing and management studies) -

Kathmandu Institute of Science & Technology

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Eanish Mahat