SIDDHANTA SAPKOTA
Service Desk Analyst
Glenfield
Summary
Professional Summary:
Technically savvy IT Support Analyst with around 2 years of experience in IT Support and years of experience in customer service role. Committed to providing top-tier customer service by imparting product knowledge and support. Recognized for translating intricate concepts into easily understandable language for non-technical individuals. Possess exceptional troubleshooting abilities. Seeking the next opportunity in IT Support/Service Desk Level 1/2, eager to contribute years of experience to the role.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Service Desk Analyst
AMEC Pty Ltd
06.2022 - Current
- Resolve incidents and requests within specified SLA timeframes
- Provide end-user problem resolution via phone, email, and in person
- Document procedures, processes, testing, and system configurations
- Research and recommend improvements for equipment, software, and solutions
- Identify, diagnose, and resolve problems for network users, software, hardware, printers, and internet technology
- Coordinate timely repair of PC equipment covered by third-party vendor maintenance agreements
- Create documentation for end-user FAQs
- Effectively oversee and document all calls using designated tools.
- Created user accounts and assigned permissions.
Desktop Support Engineer
Merivale Pty Ltd
03.2021 - 06.2022
- Install/upgrade operating systems, drivers, and software.
- Image and install images using Symantec Ghost.
- Manage user accounts, GPO, DHCP, DNS in Windows Server 2016.
- Resolve client issues logged in ServiceNow ticketing system.
- Configure and troubleshoot Mailbox/Outlook on Exchange 365.
- Manage Distribution groups and permissions on Exchange 365.
- Mobile device management using Microsoft Intune.
- Provide remote support using Zoho Assist.
- Upgrade and maintain PC hardware and software.
- Perform data backup and install software updates and antivirus solutions.
- Explained technical information in clear terms to promote better understanding for non-technical users
- Identified scope of problem and provided operational and technical assistance to remedy
Education
Bachelor of Information Technology -
Kent Institute Australia And ATMC Federation Uni
Sydney 03.2021 - 03.2022
Trainings And Skills Development
- Active Directory User Management
- MS Office 365
- IT Ticketing System Training (ServiceNow, Zendesk)
- Active Directory (SCCM)
References
Available upon request.
Timeline
Service Desk Analyst
AMEC Pty Ltd
06.2022 - Current
Bachelor of Information Technology -
Kent Institute Australia And ATMC Federation Uni
03.2021 - 03.2022
Desktop Support Engineer
Merivale Pty Ltd
03.2021 - 06.2022
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