Thilagavathy Velayutham
Servicedesk Expert
Petaling Jaya,Selangor
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Between, Im experienced in troubleshooting software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Service Desk Analyst
Fujitsu Systems Global Solution Management
Petaling Jaya , Selangor
09.2020 - Current
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Offered assistance in implementing and developing training programs.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Monitored system performance to identify potential issues.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Developed strong communication and organizational skills through working on group projects.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked flexible hours across night, weekend, and holiday shifts.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Discussed customer concerns regarding product usage, billing or Type to promote improved user experience.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Researched and identified solutions to technical problems.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Installed and configured operating systems and applications.
- Engaged in user support interactions via telephone, chat and email platforms.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Education
Dip In Business Administration & Management - Business Administration And Management
Premier Poly Ungku Omar
Ipoh 06.2013 - 04.2016
Skills
Incident Management
undefinedTimeline
Service Desk Analyst
Fujitsu Systems Global Solution Management
09.2020 - Current
Dip In Business Administration & Management - Business Administration And Management
Premier Poly Ungku Omar
06.2013 - 04.2016
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