Manish Parajuli
Sydney,Australia
Summary
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
Department of Communities and Justice
08.2024 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-user.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Assisted in training new team members on service desk procedures, tools, and best practices.
IT Support Engineer
Abacus Rent IT
03.2023 - 07.2024
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
Customer Support
Yes Optus
07.2022 - 02.2023
- Provided exceptional customer support by addressing concerns promptly and maintaining open lines of communication throughout the sales cycle.
- Managed scheduling and workload distribution for the customer support team, optimizing resource allocation and minimizing response times.
- Provided exceptional customer support by quickly responding to service requests and resolving connectivity issues in a timely manner.
- Streamlined customer support processes for improved efficiency by providing comprehensive training to team members on best practices.
- Delivered timely customer support for resolving technical problems, resulting in improved client satisfaction.
- Monitored inbound calls to provide quality customer support.
Education
The ACS Professional Year Program - Data Analytics
QIBA
11.2023
Bachelor of Information Technology - Information Technology
Kings Own Institute
Sydney, NSW04-2023
Skills
- Help desk support
- Remote desktop support
- Network troubleshooting
- Software installation
- IT documentation
- System administration
- Incident management
- Data visualization and presentations
- SQL databases
- Analytical problem solving
- Project management
Languages
English
Timeline
Service Desk Analyst
Department of Communities and Justice
08.2024 - Current
IT Support Engineer
Abacus Rent IT
03.2023 - 07.2024
Customer Support
Yes Optus
07.2022 - 02.2023
The ACS Professional Year Program - Data Analytics
QIBA
Bachelor of Information Technology - Information Technology
Kings Own Institute
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