SIMRANDEEP KAUR SIDHU
Werrington,Australia
Summary
Resourceful and results-oriented IT professional with extensive experience delivering technical support and ICT solutions across several NSW government departments, including the Department of Education, Service NSW, and the Department of Customer Service. In my current role as Service Desk Analyst, I provide high-volume, customer-focused technical assistance via Active Directory, Remote Desktop, and ServiceNow, ensuring efficient resolution of issues impacting internal staff and NSW residents alike. My diverse government experience includes supporting mobile app users, troubleshooting digital service platforms, guiding educators through portals like MYPL, and ensuring data integrity in education systems. I operate confidently within ITIL frameworks and stringent SLA environments, and I am known for my effective communication, critical thinking, and user-first approach. Holding a Bachelor of Information Technology and fluent in English, Punjabi, and Hindi, I excel in multicultural, fast-paced settings. I'm driven by a passion for improving service delivery, streamlining IT operations, and creating meaningful digital experiences for citizens and government stakeholders. Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Department of Education
05.2025 - Current
- Delivered customer-focused ICT support within a fast-paced contact centre, professionally responding to enquiries while maintaining confidentiality and efficiency.
- Managed a high volume of technical support requests, ensuring prompt resolution through Active Directory, Remote Desktop, and ServiceNow.
- Logged, tracked, and escalated support tickets within ITIL-aligned processes, adhering to strict SLA requirements in a service desk environment.
- Assisted staff with password resets, user ID updates, access permissions, and account configurations, ensuring data security and system integrity.
- Conducted remote troubleshooting via Quick Assist, efficiently resolving technical issues for school and staff devices.
- Provided guidance to users via phone, email, and live chat, offering clear and user-friendly solutions to technical challenges.
- Supported school administrative staff with troubleshooting of essential education and productivity applications, including Enrolment Management Systems used for student enrolment.
- Configured and maintained wireless networks, shared mailboxes, and office automation tools, ensuring stable connectivity and efficient communication.
- Diagnosed and repaired printer malfunctions, reducing downtime and maintaining productivity in offices and schools.
- Follow the IT support manuals and knowledge-centred documentation, improving future troubleshooting efforts and response times.
- Actively participated in training programs, staying up to date with emerging technologies and best practices to enhance service delivery.
- Assisted internal and external Department of Education staff with MYPL portal access, troubleshooting login issues, and providing step-by-step guidance to complete mandatory training modules, ensuring timely compliance with professional development requirements.
Retail Coordinator
Chemist Warehouse
Casula DC
05.2018 - Current
- Managed inventory and sales operations using SAP, ensuring efficient stock control, invoice generation, and order processing to support smooth retail functions.
- Assisted in preparing and issuing requests for quotes (RFQs), tenders, and procurement documents, ensuring alignment with company procurement policies.
- Supported the evaluation process by compiling supplier responses and assisting evaluation panels in assessing vendor offerings.
- Ensured procurement processes complied with relevant guidelines and government procurement policies where applicable.
- Contract Management & Administration: Assisted in managing supplier contracts and agreements, monitoring compliance with terms and conditions.
- Processed purchase orders (POs), invoices, and payments in financial systems (SAP, Oracle), ensuring accurate recordkeeping and timely transactions.
- Vendor & Stakeholder Engagement: Liaised with internal teams (finance, legal, logistics) to support procurement needs and resolve supplier queries.
- Maintained procurement records, purchase orders, and contract databases for efficient tracking and compliance reporting.
- Assisted in resolving procurement disputes and supplier issues, ensuring smooth operations.
- Compliance & Reporting: Ensured procurement activities adhered to industry and company standards, supporting audits and compliance checks.
- Generated reports on procurement activities, spending trends, and supplier performance.
- Provided administrative support to procurement operations, including scheduling meetings and preparing documentation.
- Led promotional store setups, preparing the store for upcoming sales events and ensuring merchandising compliance for optimal customer engagement.
- Collaborated with suppliers and logistics teams to guarantee timely product deliveries and accurate inventory levels, minimizing shortages of high-demand pharmaceuticals and health products.
- Provided exceptional customer service, handling inquiries and resolving issues efficiently, contributing to high customer satisfaction ratings and store success.
- Used MS Office (Excel, Word, Outlook) to maintain stock records, track order progress, and generate reports, supporting data-driven decision-making.
- Addressed and resolved operational challenges proactively, ensuring smooth daily store operations, particularly during peak sales periods.
- Worked closely with suppliers and logistics teams to manage inventory levels and timely deliveries, preventing stock shortages.
Spatial Officer
Department of Customer Service NSW
Bathurst
03.2024 - 05.2025
- Converted spatial data, including subdivision plans, Crown plans, and parish plans, into digital formats with a focus on precision and efficiency in data management.
- Conducted in-depth analysis of line-work geometry, SCIMS tables, and surveyor errors to validate and enhance the accuracy of cadastral and spatial plans.
- Applied expertise in surveying, encompassing knowledge of survey marks, measurement methodologies, and geospatial techniques, to accurately interpret and transform spatial datasets.
- Performed quality assurance checks on converted LandXML files, meticulously reviewing spatial data within ArcMap to ensure precise digitization.
- Conducted manual assessments of plan images, identifying and rectifying errors to uphold high standards of data integrity.
- Resolved spatial data discrepancies through critical thinking and problem-solving, thereby improving overall accuracy and consistency.
- Collected, processed, and analysed spatial data from sources such as SIXMAPS, the Land and Property Information (LPI) system, and the Spatial Collaboration Portal-NSW to generate reliable and accurate maps.
- Executed comprehensive quality checks on digitized LandXML files, performing manual evaluations and implementing necessary corrections to ensure compliance with industry standards.
- Contributed valuable insights in team discussions, actively supporting the enhancement of spatial data management processes.
- Played a pivotal role in digital transformation initiatives, optimizing spatial data workflows and enhancing the accuracy of digital mapping for more efficient processing.
Customer Concierge Operator
Service NSW
01.2023 - 02.2024
- Assisted customers in navigating complex government services, including the DPIE Planning Portal, BASIX, Liquor & Gaming licenses, and the Service NSW app, using ONEGOV software and Salesforce to ensure seamless access and issue resolution.
- Provided technical support for the Service NSW mobile app, guiding customers through login issues, application errors, and account setup, while ensuring smooth functionality across different devices.
- Created and logged tickets for technical issues encountered on the Service NSW app, categorizing and escalating them to the appropriate internal teams for further investigation and resolution.
- Conducted real-time troubleshooting over the phone, assisting customers with app-related errors, login failures, and compatibility issues on various devices, including smartphones, tablets, and computers.
- Delivered empathetic and patient customer support, actively listening to concerns, providing clear instructions, and ensuring a positive user experience, particularly for customers unfamiliar with digital services.
- Worked closely with IT support teams, ensuring that technical issues were documented and addressed efficiently, reducing resolution time and improving overall service effectiveness.
- Used Microsoft Teams and SharePoint to collaborate with internal teams, share updates on recurring technical issues, and suggest improvements for common customer concerns.
- Applied ITIL frameworks to enhance ticket management and troubleshooting processes, ensuring compliance with Service Level Agreements (SLAs) and improving overall customer satisfaction.
- Maintained a high level of accuracy and attention to detail, ensuring that customers received timely, clear, and effective solutions tailored to their specific needs.
Education
Australian Computer Society Professional Year
Performance Education
Sydney, NSW12-2018
Bachelor of Information Technology -
University of Southern Queensland
Sydney11.2017
Skills
- Active directory management
- ServiceNow expertise
- Remote troubleshooting and support
- Ticket management systems
- Customer relationship management
- Problem solving techniques
- Effective communication skills
- Attention to detail
- Team collaboration strategies
- Software support services
- Database administration
- Credential management processes
- Guest services training
- Network troubleshooting skills
- Remote technical assistance
- System administration tasks
- Microsoft Intune proficiency
- Spatial data management techniques
- Microsoft Windows expertise
- Salesforce platform knowledge
- Microsoft Office Suite proficiency
- Network configuration skills
- Desktop troubleshooting methods
- Software installation processes
- New program implementation strategies
- Equipment management practices
- Hardware troubleshooting expertise
- Printer maintenance
- Driver configuration
- IT service management
Accomplishments
- Digitized a backlog of spatial data into a searchable format, improving government data accessibility.
- Managed supplier contracts and processed POs and payments while ensuring full compliance with NSW procurement policies.
- Enhanced procurement workflows and supported evaluation panels, contributing to strategic cost savings.
- Authored technical support manuals to improve helpdesk efficiency and reduce inquiry resolution time.
- Restructured call centre workflows, accelerating customer response times and improving SLA adherence.
- Delivered consistent SLA performance at Service NSW, providing high-quality support to NSW residents.
- Led integration projects to improve turnaround on customer request handling and backend processing.
- Minimized downtime and enhanced network performance through swift diagnosis and remediation of faults.
- Restored business-critical data and implemented cybersecurity measures, protecting government infrastructure.
- Improved retail inventory accuracy and minimized product shortages through strategic procurement planning.
- Leveraged Microsoft Office and Teams to optimize collaboration and document workflows across departments.
- Configured reliable VPNs and wireless networks, boosting connectivity for government operations.
- Provided foundational support for key IT initiatives, contributing to system performance and uptime.
- Mentored and trained new staff, fostering team growth and maintaining operational continuity.
- Successfully transitioned career paths between digital service delivery, spatial data, and IT support roles.
Attributes
- Accuracy and detail orientation: Delivered precision in spatial data digitization for sensitive government records, including subdivision and Crown plans
- Procurement support and contract management: issued RFQs and procurement documents, ensuring full compliance with government policies Managed purchase orders, vendor relations, and contracts efficiently.
- Technical Proficiency in ICT Tools: Advanced troubleshooting skills with Active Directory, ServiceNow, Remote Desktop, Quick Assist, and Office 365.
- Goal achievement and multitasking: consistently met financial and operational KPIs while balancing high volumes of support requests and procurement tasks
- Leadership and process enhancement: led training initiatives and collaborated on process improvements in service desk and retail settings
- Digital service expertise: Supported NSW government digital platforms, contributing to a seamless experience for residents using Service NSW, MYPL, and education portals
- Process optimization: designed support documentation that reduced service requests by 70%, enhancing team productivity and customer satisfaction
- Analytical problem solving: combined ITIL principles with geospatial data skills to resolve technical and customer service challenges effectively
- Comprehensive technical support: diagnosed PC, printer, POS, and network issues, conducted hardware replacements, and software remediation
- Systems & Infrastructure Knowledge: Familiar with Windows OS, advanced system configurations, and Office 365 administration.
- Cybersecurity and data recovery: removed viruses, recovered data, and handled password resets to ensure business continuity
- Networking and connectivity: skilled in configuring and troubleshooting TCP/IP networks, VPNs, and wireless technologies (4G/5G)
- Office tools and cloud collaboration: proficient in Excel, Word, Outlook, PowerPoint, Teams, and SharePoint; advanced experience managing Office 365 workspaces
- Retail procurement and inventory management: executed efficient stock control and supplier negotiations using SAP and Oracle
- Compliance and reporting: maintained adherence to procurement policies and supported audit readiness with detailed reporting
Languages
Punjabi
Native/ Bilingual
Hindi
Native/ Bilingual
References
References available upon request.
Timeline
Service Desk Analyst
Department of Education
05.2025 - Current
Spatial Officer
Department of Customer Service NSW
03.2024 - 05.2025
Customer Concierge Operator
Service NSW
01.2023 - 02.2024
Retail Coordinator
Chemist Warehouse
05.2018 - Current
Australian Computer Society Professional Year
Performance Education
Bachelor of Information Technology -
University of Southern Queensland