Nishantheny Wignaswaren
IT Service Desk Analyst
Klang,Selangor
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Willingness to take on added responsibilities to meet team goals. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
IT Service Desk Analyst
Linfox Logistics
10.2023 - Current
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users workflows.
- Monitored systems in operation and quickly troubleshot errors.
- Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
- Managed high levels of call flow and responded to technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
Technical Consultant
Maxis Broadband Sdn. Bhd
9 2022 - 08.2023
- Worked as Technical Consultant in Business Fibre team (Level 2)
- Handle all customer interactions via phone call (inbound) and enquiry on a timely basis and initiate best possible solutions, ensure KPIs are achieved consistently
- Troubleshooting in terms of customer’s internet connection issue
- In charge in arranging technician slot to customer’s site
- Follow up time to time to make sure customer’s issue resolved
- Deliver excellent services and increase customer satisfaction.
IT Service Desk Analyst
Atos Malaysia
04.2020 - 09.2022
- Worked as IT Service Desk Analyst (Level 1)
- Ensuring user queries or issues are captured, validated, and triaged for further processing via Live Chat
- Identify and diagnose issues and problem, categorize and record reported queries and provide solutions, support problem identification, advise users on appropriate course of action, escalate, if needed, unresolved problems to a higher level of support.
Industrial Training
ILSAS TNB Bangi
02.2019 - 05.2019
- Worked as a productive and positive team member to design, code, test, report and debug operations.
Industrial Training
TNB Dua Sentral Brickfields
02.2016 - 05.2016
- Reliable and hardworking office assistant with hands-on experience in handling diverse tasks to ensure smooth office operations
- Provided effective troubleshooting and remediation for web applications.
Education
Bachelor of Computer Science (Software Engineering) (Hons.) -
University Tenaga Nasional
08.2017 - 05.2019
Diploma of Computer Science - undefined
University Tenaga Nasional
08.2014 - 05.2017
Skills
Common operating system knowledge
Certification
ITIL 4 Foundation
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
ITIL 4 Foundation
07-2024
Analyzing MS Excel and Power BI Desktop
06-2024
IT Service Desk Analyst
Linfox Logistics
10.2023 - Current
IT Service Desk Analyst
Atos Malaysia
04.2020 - 09.2022
Industrial Training
ILSAS TNB Bangi
02.2019 - 05.2019
Bachelor of Computer Science (Software Engineering) (Hons.) -
University Tenaga Nasional
08.2017 - 05.2019
Industrial Training
TNB Dua Sentral Brickfields
02.2016 - 05.2016
Diploma of Computer Science - undefined
University Tenaga Nasional
08.2014 - 05.2017
Technical Consultant
Maxis Broadband Sdn. Bhd
9 2022 - 08.2023
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