Summary
Overview
Work History
Education
Skills
Timeline
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Michael Tsihlakis

Carnegie,VIC

Summary

Experienced Service Desk Analyst with over 3 years of expertise in providing technical support and troubleshooting within diverse IT environments.


Proficient in using ServiceNow for incident management, TeamViewer for remote support, and managing user accounts and permissions through Azure AD and Active Directory. Skilled in leveraging Intune for device management and ensuring seamless IT operations.



Overview

8
8
years of professional experience

Work History

Service Desk Analyst

NHP
11.2021 - Current
  • Responded to incoming service requests and incidents via phone, email, Teams, or ticketing system (ServiceNow).
  • 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.
  • Escalated complex issues to higher-level support teams when necessary.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.

Cashier

Savers
11.2016 - 09.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

Bachelor of Business Information Systems -

RMIT University
Melbourne, VIC
11.2021

Diploma: Information Technology -

RMIT University
Melbourne, VIC
11.2016

Skills

  • Remote Technical Support
  • Incident Management
  • Network Troubleshooting
  • Documentation
  • System Administration
  • Customer Service

Timeline

Service Desk Analyst

NHP
11.2021 - Current

Cashier

Savers
11.2016 - 09.2021

Bachelor of Business Information Systems -

RMIT University

Diploma: Information Technology -

RMIT University

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Michael Tsihlakis