HARSHVERDHAN KHER
WESTMEAD,NSW
Summary
Dynamic IT Service Desk Engineer with a proven track record at ORIX Australia Corporation Limited, excelling in user management and change management. Recognised for enhancing service desk efficiency and achieving high customer satisfaction through effective communication and leadership. Skilled in ITSM principles, driving impactful cost-saving initiatives and ensuring compliance with security standards.
Overview
3
3
years of professional experience
Work History
IT Service Desk Engineer
ORIX Australia Corporation Limited
12.2023 - Current
- Serve as the primary contact for technical issues; coordinate with stakeholders, it teams, and vendors to meet SLAs.
- Manage prioritisation, investigation, escalation, and resolution of service desk requests with clear stakeholder updates.
- Support infrastructure projects and drive cost-saving initiatives through hardware buy-back, licence optimisation, and procurement efficiencies.
- Create and maintain knowledge base articles to improve service desk efficiency and first-call resolution.
- Deliver organisation-wide updates and deployments using WSUS, Intune, and SCCM.
- Manage provisioning, deployment, and asset tracking of it hardware/software.
- Provide desktop, network, and remote support; ensure compliance with it security policies and standards. Monitor PHISHING Emails and tasks relating to Mimecast Admin Console.
- Administer active directory, Microsoft 365 user accounts, mail flow, and email threat mitigation.
- Apply ITSM best practices in incident, workflow, and change management. Lead the changes to the ESM (Halo) Ticketing portal after getting approved by the CAB.
- Ensure compliance of all it peripherals (printers, switches, modems, av equipment, computers) with business needs.
- Conduct UAT testing for systems and services (ESM halo portal, 8x8 VOIP scripting) prior to production rollout.
- Perform audit checks, identify risks, and implement preventative measures.
- Manage telecommunication devices using Intune device management.
System Administrator
Sekisui House Pty Ltd
08.2023 - 11.2023
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Managed onboarding and offboarding of employees.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
IT Service Desk Analyst
Mosaic Brands Ltd
07.2022 - 07.2023
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Assisted store members of more than 900 retail store across ANZ with respect to hardware like docket printer, EFTPOS machine, A4/Network Printers, PDA Scanners, Desktops, etc.
- Hardware and software management for Retail POS Systems for 7 different clothing brands' outlets.
- Updating/creating documentation for future reference wherever required using Confluence.
- Meeting Ticket SLAs by timely resolution of issues on the Service Desk Portal.
Education
MBA - Generic
Charles Sturt University
10-2021
Bachelor of Engineering - Information Technology
Sardar Vallabhbai Patel University, Vasad, India
Gujarat, India07-2017
Skills
- ITIL 4 Trained
- Onboarding and deployment of Ticketing system - ESM (Halo)
- Applications Support and Vendor Management/Collaboration
- Remote support
- Microsoft Admin Centre
- User Management
- Change Management
- ITSM Principles
Timeline
IT Service Desk Engineer
ORIX Australia Corporation Limited
12.2023 - Current
System Administrator
Sekisui House Pty Ltd
08.2023 - 11.2023
IT Service Desk Analyst
Mosaic Brands Ltd
07.2022 - 07.2023
MBA - Generic
Charles Sturt University
Bachelor of Engineering - Information Technology
Sardar Vallabhbai Patel University, Vasad, India
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