Neelima Badarvada
Service Desk Analyst
Perth,WA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Service Desk Analyst
Kinetic IT Solutions
03.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system Service Now to facilitate faster problem identification and resolution.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Offered assistance in implementing and developing training programs.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Retail Assistant
Coles Super Markets Pvt Ltd
06.2015 - 02.2023
- Providing timely and accurate responses to customer queries via phone, email, or chat, addressing their concerns and providing solutions
- Diagnosing and troubleshooting technical problems reported by customers, offering step-by-step guidance or escalating complex issues to the appropriate department for resolution
- Assisting customers with order placement, modifications, and cancellations, as well as processing returns and exchanges according to company policies
- Educating customers about product features, specifications, pricing, and promotions to help them make informed purchasing decisions
- Addressing customer complaints and escalations promptly and professionally, seeking to understand their concerns and finding satisfactory resolutions to ensure customer satisfaction
- Updating customer information and interaction details in the CRM system accurately, ensuring that all relevant data is documented for future reference and analysis
- Conduct follow-up calls or emails to ensure that customer issues have been resolved satisfactorily and gather feedback to identify areas for improvement
- Working collaboratively with other team members and departments to share information, coordinate efforts, and streamline processes for delivering exceptional customer service
- Meeting or exceeding performance targets such as response times, resolution rates, and customer satisfaction scores as defined by company SLAs
- Staying updated on product updates, industry trends, and best practices in customer support, actively seeking opportunities for professional development and skill enhancement.
- Used POS system to process sales, returns, online orders, and gift card activations.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
Nova Institute of Technology For Women, Jawaharlal Nehru Technological University, India
01.2013
Board of Intermediate Education
01.2009
Board of Secondary Education
01.2007
Skills
- Incident Management
- Escalation management
- Hardware support
- Remote Support
- Software Installation
- User credential management(Active Directory)
- Ticket support system management(Service Now)
- Technical Troubleshooting
- Customer service expert
- Technical Support
- Remote Technical Support(Citrix Platform)
- Microsoft Office Specialist (MOS) Expert
Certification
- ITIL V4 Certified
- Microsoft Certified Professional(Windows Client 104)
- CompTIA A+ Certified
Contacts
References available upon request.
Languages
English
Telugu
VISA STATUS
- Australian Citizen
Timeline
Service Desk Analyst
Kinetic IT Solutions
03.2023 - Current
Retail Assistant
Coles Super Markets Pvt Ltd
06.2015 - 02.2023
Bachelor of Science - Electrical, Electronics Engineering Technologies
Nova Institute of Technology For Women, Jawaharlal Nehru Technological University, India
Board of Intermediate Education
Board of Secondary Education
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