Summary
Overview
Work History
Education
Skills
Part Time Experience
References
Timeline
Generic

Kiran Bala

Nunawading

Summary

Organised and hard working IT specialist with knowledge of ITIL and a positive attitude to help achieve team goals. Experienced in providing support to users and implementing technical solutions. Willingness to take on additional responsibilities and keen to learn and grow.

Overview

2
2
years of professional experience

Work History

ICT Service Desk Specialist

Eastern Health
10.2023 - Current
  • Engaging in user support interactions via telephone and email, and helping them with queries.
  • Responding to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Consistently achieve the primary Service Desk KPIs.
  • Resolving user's queries relating to several medical applications.
  • Providing Citrix Remote desktop support via Citrix director.

IT DESKTOP SUPPORT

Axiom Technologies - Wipro Technologies Ltd.
03.2022 - 10.2023
  • Responsible for answering user queries and assisting with L1 support via calls, live chats, and emails
  • Ensuring every transaction is recorded in the ITSM tool by following ITIL practices
  • Escalating high-priority issues with management to ensure timely resolution and reduce business impact
  • Analysing the issues reported at the desk and finding a trend with reoccurring issues for proactive problem investigation
  • Proficient with access provisioning to provide adequate access as requested via a Service Request
  • Creating knowledge articles and SOP for the team and ensuring our knowledge base is updated.

CUSTOMER SERVICE AGENT

Probe Group - CBA Project
10.2021 - 03.2022
  • Handled the customer account and resolved their queries
  • Always follow the policies, guidelines and procedures provided by leaders and maintain customer satisfaction
  • Make changes in customer accounts on customer request
  • Worked on customers' complaints and provided them with alternatives to resolve their issues.

Education

MASTER OF DATA ANALYTICS -

Deakin University
11.2020

BACHELOR OF SCIENCE -

Banasthali Vidyapith
05.2017

Skills

  • ITIL Practices
  • Active Directory
  • Citrix System
  • Ticketing Tools - ServiceNow, Remedy
  • Confluence
  • Access Management
  • Microsoft 365 Products
  • Basics of Microsoft Azure

Part Time Experience

Coles Supermarkets Australia Pty Ltd, Grocery team member

References

Available on request.

Timeline

ICT Service Desk Specialist

Eastern Health
10.2023 - Current

IT DESKTOP SUPPORT

Axiom Technologies - Wipro Technologies Ltd.
03.2022 - 10.2023

CUSTOMER SERVICE AGENT

Probe Group - CBA Project
10.2021 - 03.2022

MASTER OF DATA ANALYTICS -

Deakin University

BACHELOR OF SCIENCE -

Banasthali Vidyapith

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Kiran Bala