Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Languages
Affiliations
Timeline
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THARUSHNI KRISHNAN

Petaling Jaya

Summary

Dynamic IT Service Desk Analyst with proven expertise at Infosys, excelling in remote troubleshooting and user education. Adept at leveraging ITIL principles to enhance service delivery, achieving a high first-level resolution rate. Known for effective communication and empathy, ensuring user satisfaction through timely and efficient support solutions.

Overview

12
12
years of professional experience
1
1
Certification

Work History

IT Service Desk Agent

PM Access World Malaysia
Petaling Jaya
11.2024 - Current
  • Provide basic help desk support to internal users, ensuring efficient issue resolution.
  • Support users with Microsoft DAX, Azure Virtual Desktop (AVD), TeamViewer, and Microsoft Intune.
  • Assist in troubleshooting hardware and software issues across standard IT platforms.
  • Log and track incidents and service requests using ticketing systems.
  • Escalate unresolved technical issues to appropriate support tiers when necessary.
  • Ensure user satisfaction through timely and effective support solutions.

IT Service Desk Analyst

Knauf IT
Petaling Jaya
10.2021 - Current
  • Investigate, resolve and / or escalate all tickets reported to the Service Desk.
  • Act as ticket owner and lead communication with requester for incident life cycle.
  • Achieve a high 1st level resolution rate w/ adequate documentation.
  • Initial assessment of the incident /service request.
  • Resolve as many tickets as possible and in line with internal procedures and personal authorization level.
  • Escalate to 2nd level or dispatch on-site support when physical intervention required.
  • Adhere to procedures, segregation of duties and service levels.
  • Contribute to knowledge management.
  • Provide onboarding training and knowledge training for all the newbies.
  • ITIL V4 Certified Analyst

Senior Service Desk Analyst

Infosys
Petaling Jaya
11.2018 - 04.2020
  • Answering incoming calls inquiries promptly, competently and professionally.
  • Work closely with Optus' engineer to make sure customer issue resolved.
  • Accurately identifying customer needs and educating customers with information relating to hardware queries, Optus products and services.
  • Troubleshoot issues related to direct line, multiline, internet, etc. by identify root cause and implement solutions.
  • Consider customer and business needs in decision-making, recognizing customer value.
  • Providing timely and efficient resolution for faults and system issues which impact the activation process.
  • Maximize customer satisfaction with the service provided.
  • Ensure risk to our customer's businesses are reduced by advising customer of alternatives and contingencies.
  • Offer excellent customer service by providing customers with efficient and clear information.
  • Assist and liaise with other business units to maintain and improve our customer service.

IT Service Desk Analyst

Jacobs
Kuala Lumpur
05.2017 - 10.2018
  • Record, categorize, prioritize, and maintain Service Desk tickets.
  • Provide remote end-user support, advise and training via telephone and email.
  • Analyze and troubleshoot all calls using tools like Service Now, Active Directory, EMC, CUCM.
  • Handling Service Management Request.
  • Identify problems and follow the escalation process.
  • Maintain Service Desk documentation including procedural and work instructions.

Information Technology Operations Analyst

Expro
Kuala Lumpur
05.2016 - 05.2017
  • Answer, log, resolve and/or escalate all calls routed through the Group’s Service Desk system.
  • Provide day-to-day 1st line operational support for IT users.
  • Support hardware, software, and network issues.
  • Escalate all help desk calls within Service Level Agreement.
  • Provide 1st Line support or liaise with vendors.
  • Assist other IT staff as directed by the Operations Team Lead.
  • Comply with company HSE/QC policies.

Service Desk Analyst

Computer Sciences Corporation (CSC)
Petaling Jaya
02.2013 - 03.2016
  • Perform first level support and troubleshooting of software and hardware.
  • Support computer users and handle a variety of incidents or requests.
  • Document and begin customer resolution process.
  • Provide recommendations and resolve issues across IT platforms.
  • Assist with computer studies and policy implementation.
  • Log and track requests, maintain records.
  • Communicate daily with customers via phone, email, and chat.

Education

High School Diploma -

SMKS9
Shah Alam
12.2005

Skills

  • Time management
  • Team collaboration
  • User education
  • Service level adherence
  • Empathy and patience
  • Ticketing system proficiency
  • ITIL framework
  • Microsoft Intune
  • Remote troubleshooting
  • Ticketing systems
  • Azure Virtual Desktop
  • Active Directory
  • Knowledge management
  • Effective communication
  • Problem resolution

Certification

  • ITIL V3 Foundation
  • ITIL V4 Foundation

Personal Information

  • Date of Birth: 01/20/88
  • Nationality: Malaysian

Languages

Tamil
First Language
English
Advanced (C1)
C1
Malay
Upper Intermediate (B2)
B2

Affiliations

Supported the IT team during a major cyberattack, assisting with incident response and user support to minimize disruption and aid in system recovery.

Timeline

IT Service Desk Agent

PM Access World Malaysia
11.2024 - Current

IT Service Desk Analyst

Knauf IT
10.2021 - Current

Senior Service Desk Analyst

Infosys
11.2018 - 04.2020

IT Service Desk Analyst

Jacobs
05.2017 - 10.2018

Information Technology Operations Analyst

Expro
05.2016 - 05.2017

Service Desk Analyst

Computer Sciences Corporation (CSC)
02.2013 - 03.2016

High School Diploma -

SMKS9

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THARUSHNI KRISHNAN