Summary
Overview
Work History
Education
Skills
Awards
Timeline
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NURUL IZZAH BINTI MOHAMAD KHAIRUDIN

NURUL IZZAH BINTI MOHAMAD KHAIRUDIN

SERVICE DESK ANALYST
Dengkil, Selangor

Summary

Results-driven Service Desk Analyst delivering top-tier IT support. Skilled in troubleshooting, incident resolution, and user assistance across hardware, software, and networking systems. Proficient in ITIL processes, with a strong focus on customer satisfaction and seamless service delivery. Seeking a dynamic role to apply technical expertise and drive effective solutions in a fast-paced environment.

Overview

3
3
years of professional experience
8
8
years of post-secondary education
2
2
Languages

Work History

Service Desk Analyst

Atos Services (M) Sdn Bhd
03.2024 - 07.2025
  • Responded to incoming IT support requests via phone, email, and ticketing system - ServiceNow, ensuring timely resolution of user issues.
  • Provided first-level technical support for hardware, software, networking, and application issues.
  • Diagnosed and troubleshot common problems with Windows OS, Microsoft Office, printers, and VPN connectivity.
  • Escalated unresolved issues to higher-level support teams while maintaining ownership and communication with end users.
  • Created and maintained user accounts, passwords, and access rights using Active Directory and Active Server Roles.
  • Delivered excellent customer service by maintaining professionalism, empathy, and clear communication.
  • Participated in weekly team meetings and training to stay updated on internal tools and procedures.

Customer Experience Advisor (Grab Transport)

Concentrix Corporation
07.2022 - 12.2023
  • Handle 100+ chats and emails including outbound calls daily while retrieving consumer data, escalating cases and responding enquiries
  • Memorize entire line of company products and services, while keeping up with changes from time to time
  • High adaptability and tolerance skills with dissatisfied consumers, maintaining calm and sympathetic demeanor
  • Resolved product or service issues by clarifying the customer’s complaint, determining the cause, and selecting the best solution.
  • Maintained detailed records of customer interactions and transactions using Zendesk
  • Collaborated with internal departments to resolve complex or escalated issues.
  • Met or exceeded service metrics such as first-call resolution, customer satisfaction (CSAT), and average handling time (AHT).

Education

Bachelor of Film (Hons) - Film Directing

UiTM PUNCAK PERDANA
Puncak Perdana, Selangor
01.2019 - 01.2022

Foundation - Teaching English As A Second Language

UiTM DENGKIL
Dengkil, Selangor
01.2018 - 01.2019

High School -

SMK SULTANAH BAHIYAH
01.2013 - 01.2017

Skills

Microsoft Office

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Awards

  • Top performer Awards, 08/01/23
  • Top performer Awards, 09/01/23
  • Top performer Awards, 10/01/23

Timeline

Service Desk Analyst

Atos Services (M) Sdn Bhd
03.2024 - 07.2025

Customer Experience Advisor (Grab Transport)

Concentrix Corporation
07.2022 - 12.2023

Bachelor of Film (Hons) - Film Directing

UiTM PUNCAK PERDANA
01.2019 - 01.2022

Foundation - Teaching English As A Second Language

UiTM DENGKIL
01.2018 - 01.2019

High School -

SMK SULTANAH BAHIYAH
01.2013 - 01.2017

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NURUL IZZAH BINTI MOHAMAD KHAIRUDIN SERVICE DESK ANALYST