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
Customer service skills
Technical and networking knowledge
Problem solving
Remote Support
Network Troubleshooting
Ticketing system proficiency
System monitoring
ITIL Knowledge
Incident Management
Service Desk Experience
Software Installation
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