Richa Singh
Wattle Grove, WA,WA
Summary
A dedicated and customer-focused Service Desk Analyst with a proven track record of providing efficient technical support and resolving complex IT issues is seeking a new opportunity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
APM Group
04.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Service Desk Technician
Kinetic IT - Site - Department Of Education
07.2022 - 04.2024
- Provide first-line technical support and assistance to end-users, addressing hardware, software, and network-related issues.
- Diagnose and troubleshoot technical issues reported by end-users, employing analytical skills and a methodical approach to identify root causes and implement effective solutions.
- Handle and manage IT incidents and service requests, ensuring that all tickets and requests are appropriately documented, tracked, and resolved within agreed-upon service level agreements (SLAs).
- Utilize ticketing systems such as ServiceNow to log, track, and manage IT incidents and service requests, ensuring that all pertinent information is accurately documented for future reference and analysis.
- Manage user accounts and permissions in the Active Directory, ensuring that access rights are appropriately assigned and maintained according to the organization's security policies.
- Assist with the installation, configuration, and maintenance of hardware and software components, ensuring that all systems are up-to-date and functioning optimally.
- Collaborate with other IT teams, such as the IT infrastructure team or the application support team, to resolve complex technical issues that require specialized expertise, ensuring a seamless and efficient workflow across different departments.
- Create and update documentation, including FAQs, knowledge articles, and troubleshooting guides, to facilitate the resolution of common technical issues and to enhance the overall support process.
Service Desk Technician
Kinetic IT - Site - Water Corporation
03.2022 - 06.2022
- Responding to and resolving IT incidents reported by users, such as software malfunctions, hardware issues, network connectivity problems, or other technical difficulties.
- Fulfilling service requests from end-users, which may include software installations, access requests, hardware setups, or other IT-related requirements.
- Providing technical guidance and troubleshooting assistance to users, either through direct communication, remote assistance, or self-service tools, to resolve common IT issues and ensure the smooth operation of IT systems.
- Ensuring that all support activities align with predefined service level agreements, meeting response time and resolution time targets, and providing regular updates and communication to users regarding the status of their IT issues or requests.
- Collaborating with other IT teams, such as network operations, systems administrators, and application support, to escalate complex issues, share knowledge, and ensure the efficient resolution of technical challenges that require specialized expertise.
- Fulfilling service requests from end-users, which may include software installations, access requests, hardware setups, or other IT-related requirements.
Application Developer Intern
City Of Bayswater
12.2020 - 03.2021
- Developed and maintained applications using Visual Basic, Microsoft Access and SQL Server technologies
- Assisted in the design, coding, testing, and debugging of software components.
- Participated in meetings with stakeholders to discuss project requirements and timeline expectations.
- Implemented changes to existing code in order to improve performance or add new features.
- Integrated third-party APIs into existing applications in order to enhance functionality.
- Provided technical support for customers experiencing difficulties using an application's features.
Customer Service Supervisor
Kenbar Auto
08.2015 - 09.2017
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Education
Professional Year - Information And Computer Systems
03.2021
Master of Computer Application - Management Information Systems
02.2020
Bachelor of Computer Application - Computer Science
08.2013
Skills
- Technical skills
- Operating Systems Knowledge: Proficiency in various operating systems, such as Windows, macOS, and Linux, including troubleshooting common operating system-related issues
- Networking Fundamentals: Understanding of networking concepts, including TCP/IP, DNS, DHCP, and basic network troubleshooting
- Active Directory Administration: Proficiency in managing user accounts, groups, and permissions in Active Directory or similar directory services
- Remote Desktop Support: Experience in providing remote technical assistance and troubleshooting for end-users
- Knowledge of Productivity Software: Familiarity with productivity software suites such as Microsoft Office including troubleshooting common issues that users may encounter
- IT Security Awareness: Understanding of basic IT security principles and practices, including knowledge of antivirus software, firewalls, and best practices for data protection
- Hardware and Software Installation: Ability to install, configure, and troubleshoot hardware components, peripherals, and software applications
- IT Service Management Tools: Experience with using IT service management tools such as ServiceNow
- Basic Scripting Knowledge: Understanding of basic scripting languages like PowerShell for automating repetitive tasks and performing system configurations
- Virtualization Technologies: Familiarity with virtualization technologies such as VMware or Virtual Box, including basic troubleshooting in virtual environments
- Mobile Device Management: Understanding of mobile device management tools and techniques for managing and troubleshooting mobile devices and applications
- ITIL Foundation: Familiarity with ITIL (Information Technology Infrastructure Library) concepts and best practices for IT service management
Certification
- Azure Fundamentals-900, Microsoft
- Complete Web Developer Zero to Mastery Certificate- Udemy
- ITIL 4
Timeline
Service Desk Engineer - APM Group
04.2024 - Current
Service Desk Technician - Kinetic IT - Site - Department Of Education
07.2022 - 04.2024
Service Desk Technician - Kinetic IT - Site - Water Corporation
03.2022 - 06.2022
Application Developer Intern - City Of Bayswater
12.2020 - 03.2021
Customer Service Supervisor - Kenbar Auto
08.2015 - 09.2017
National Information Technology - Professional Year, Information And Computer Systems
Edith Cowan University - Master of Computer Application, Management Information Systems
Guru Gobind Singh Indraprastha University - Bachelor of Computer Application, Computer Science
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