Vijaya D C
Allawah
Summary
Detail-oriented Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
KC Infotech Pty Ltd.
10.2022 - Current
- Created user accounts, configured settings, and installed applications on multiple operating systems
- Responded to user inquiries in a timely and professional manner
- Deleted, created and managed user accounts and privileges using Active Directory
- Assisted with network configuration and maintenance tasks
- Implemented improvements and enhancements to IT support procedures, increasing efficiency and user satisfaction
- Leveraged tools like Screen Connect and Datto RMM to troubleshoot and resolve issues swiftly, minimizing downtime and ensuring a seamless user experience
- Managed and maintained the 3CX phone system, ensuring uninterrupted communication for the organization
- Supported Azure Virtual Desktop (AVD) and Citrix environments, addressing connectivity, performance, and access issues
- Diagnosed and resolved hardware and software issues, ranging from desktops and laptops to peripherals and applications
- Collaborated with IT team members to develop innovative solutions to resolve customer issues in a timely manner
- Provided guidance on best practices around utilization of cloud services Azure
- Documented processes related to installation, troubleshooting, repair, maintenance of hardware and software products
- Demonstrated strong problem-solving skills by troubleshooting hardware and software issues promptly and efficiently.
Customer Service Analyst
BP Retail
01.2019 - 01.2022
- Provided exceptional customer service to diverse clientele at BP retail
- Demonstrated a customer-centric approach by addressing inquiries, resolving issues, and ensuring a positive customer experience
- Managed cash transactions accurately, ensuring till balances and adherence to financial protocols
- Handled various payment methods and maintained a secure cash handling process
- Developed a comprehensive understanding of BP's product offerings, including fuels, convenience store items, and promotional offerings
- Maintained compliance with regulatory standards, including health and safety regulations, and participated in relevant training programs
- Contributed to efficient inventory management by monitoring stock levels and restocking as needed
- Implemented best practices for inventory control to minimize waste and loss
- Worked collaboratively with a diverse team to achieve daily operational goals
- Participated in team meetings, fostering open communication and a positive work environment.
Education
Bachelors - IT
Kent Institute
Sydney, NSW03.2021
Skills
- Technical Support
- Client Relations
- Client Relationship Management
- Guest Inquiry Resolution
- Remote Technical Support
- Documentation
Certification
MS-900
Timeline
Service Desk Analyst
KC Infotech Pty Ltd.
10.2022 - Current
Customer Service Analyst
BP Retail
01.2019 - 01.2022
Bachelors - IT
Kent Institute
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