Sandeep Kumar Kadiyala
Bundoora,VIC
Summary
Dynamic Service Desk Analyst with a proven track record at GLMS. Skilled in remote technical support and client relationship management. Expert in network troubleshooting and fostering teamwork, I effectively escalated incidents, contributing to a significant improvement in IT support efficiency. Bringing positive and collaborative approach to providing top-notch customer support and technical solutions, familiar with troubleshooting hardware and software issues and adept at using ticketing systems and remote support tools. Knowledgeable in ITIL best practices and capable of managing high-stress situations to ensure seamless operations. Committed to resolving issues efficiently to enhance user satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst
GLMS
02.2022 - 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.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
Customer Service Representative
7-11 Convenience Store
01.2021 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Master of Science - Information And Communication Technology
Charles Sturt University
Melbourne, VIC04-2019
Skills
- Remote technical support
- Incident management
- Network troubleshooting
- Client relationship management
- Remote support
- Service level agreements
- ITIL framework
- Microsoft windows and office
- Teamwork and collaboration
- Issue and resolution tracking
- Hardware and software configuration
Timeline
Service Desk Analyst
GLMS
02.2022 - Current
Customer Service Representative
7-11 Convenience Store
01.2021 - 04.2022
Master of Science - Information And Communication Technology
Charles Sturt University
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