BHAVITHRA DEVI BASGARAN
IT Service Desk Analyst
Shah Alam
Summary
Experienced with troubleshooting software and hardware issues, ensuring seamless IT operations. Utilizes effective communication to resolve user problems and provide technical guidance. Strong understanding of network configurations and system upgrades to enhance efficiency.
Professional in IT support with wealth of experience in resolving technical issues and improving system performance. Known for strong focus on team collaboration and achieving results. Reliable and adaptable with key skills in troubleshooting and customer service.
Professional with experience in IT support, prepared to enhance service delivery and technical assistance. Strong ability to troubleshoot, resolve issues, and streamline IT operations. Known for collaborative approach, adaptability, and reliability. Proficient in network management, software troubleshooting, and customer service, ensuring optimal results and user satisfaction.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
11
11
years of professional experience
6
6
Languages
Work History
IT Services Support Specialist
C J Clarks
01.2025 - Current
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
- Provided expert consultation on best practices in IT security policies, promoting a culture of vigilance against cyber threats.
- Reduced downtime with proactive identification of potential hardware and software issues.
- Established user accounts, granting appropriate permissions based on role requirements within the organization.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Maintained high levels of data security through implementation of robust encryption measures.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
IT Support Analyst
Tentacles Tech Sdn Bhd
11.2023 - 10.2024
- Company Overview: Industry: Dominos F&B
- Handle incoming and making outgoing calls and handle IT. Non-IT issues requests from Australia and New Zealand customers for Dominos ANZ internal and external user, staff, stores associates, franchisees.
- Communicate effectively and professionally with internal and external customers to resolve questions and issues in appropriate manner with good telephone ethics and language fluency.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the clients experience with Dominos clients.
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions with stores or user daily applications and issues to fix remotely via RDP.
- Logged and completed reports to submit technical details to management.
- Used remote access to navigate and link to customer computers.
- Used support tickets to track and speed up incidents.
- Resolved service user requests within target timeframes/ SLA
- Industry: Dominos F&B
- Contract based
IT Service Desk Analyst
Fujitsu Sdn Bhd
05.2022 - 07.2023
- Company Overview: Industry: SCHINDLER IT
- Handle incoming and making outgoing calls and handle IT issues requests from Australia clients for Schindler project.
- Communicate effectively and professionally with internal and external customers to resolve questions and issues in appropriate manner with good telephone ethics and language fluency.
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Used remote access to navigate and link to customer computers.
- Used support tickets to track and speed up incidents.
- Resolved service user requests within target timeframes.
- Industry: SCHINDLER IT
- Retrenched 31st July 2023
IT Service Desk Analyst
Tata Consultancy Services Sdn Bhd
05.2021 - 05.2022
- Company Overview: Industry: Manulife IT
- Helped customers set up new systems, applications and software.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Industry: Manulife IT
IT Service Desk Analyst
Nityo Infotech Sdn Bhd (ATOS)
08.2018 - 05.2021
- Company Overview: Industry: Siemens IT
- Installed and set up applications for clients, including antivirus software and Microsoft office.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
- Followed user guides and technical manuals to complete skilled repairs.
- Handle incoming and making outgoing calls and handle IT issues requests from Manulife clients.
- Communicate effectively and professionally with internal and external customers to resolve questions and issues in appropriate manner with good telephone ethics and language fluency.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the clients experience with Manulife Clients.
- Resolved service user requests within target timeframes.
- Used remote access to navigate to customer computers.
- Industry: Siemens IT
Customer Care Consultant
DIGI Telecommunication Sdn Bhd
09.2014 - 06.2015
- Company Overview: Industry: Digi Telecommunication
- Addressed customer service enquires quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Resolved customer queries over phone and by email.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Input customer information, call notes and personal data onto internal database.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
- Industry: Digi Telecommunication
Education
High School Diploma -
Segi College
Subang Jaya 04.2001 -
Skills
Active directory administration
Software installation
IT asset management
IT security management
Incident management
Application support
Remote desktop support
Ticketing system experience
System configuration
Hardware maintenance
Mobile device management
ITIL processes
Remote support
Customer service
Ticket management
Technical issues analysis
Decision-making
Technical troubleshooting
Issue escalation
Product knowledge
Active listening
Issue troubleshooting
LAN/WAN
Ticket support system management
Accomplishments
Agile principle and Methodologies, Business and Human Rights, Controlling conflict.
• Stress and time in customer service, Excel Microsoft 365
• ITIL service desk IT asset, service configuration and change control management
Additional Information
~Customer Care Consultant Compliment
Awards (6 Awards gained within 3 months of working with DIGI) ~Achieved high ratings with CSAT
Reference
Ms. Nur Dayana - +0193126220 | Senior C.A Digi Telecommunication
Pn. Ainol Mazwin +60163304181 | Trainer
Mr. Sadeesh Kumar - +60182716291 | Lead / Manager
Ms. Sonika Sharma - +91 88867 03322 (What’s App) | SD Manager
Mr. Jiva Nanthan - +60124306063 | Fujitsu Senior Team Manager
Ms. Nithya +60107604878 | Tentacles Staff Associate
Ms. Cherly Wong +60176278786 | Clarks HR
Timeline
IT Services Support Specialist
C J Clarks
01.2025 - Current
IT Support Analyst
Tentacles Tech Sdn Bhd
11.2023 - 10.2024
IT Service Desk Analyst
Fujitsu Sdn Bhd
05.2022 - 07.2023
IT Service Desk Analyst
Tata Consultancy Services Sdn Bhd
05.2021 - 05.2022
IT Service Desk Analyst
Nityo Infotech Sdn Bhd (ATOS)
08.2018 - 05.2021
Customer Care Consultant
DIGI Telecommunication Sdn Bhd
09.2014 - 06.2015
High School Diploma -
Segi College
04.2001 -
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