Summary
Overview
Work History
Education
Skills
Timeline
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Aishah Mohamad

Service Desk Analyst

Summary

Level-headed and passionate service desk analyst, reaching 4 years of experience, with a keen interest in technical support. Eager to learn more skills and further improve current skills for the job. Special interest in learning more about quality assurance. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. I would welcome a rewarding and challenging that not only involves my current skills, but also to perform in the task given.

Overview

8
8
years of professional experience

Work History

Service Desk Analyst

DHL IT Services
09.2020 - Current
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
  • Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
  • Assisted in training new team members on service desk procedures, tools, and best practices.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

Tour Coordinator

Turismo Asiatico
01.2018 - 08.2020
  • Built rapport with clients through excellent communication skills and attentive service throughout the planning process.
  • Negotiated contracts with suppliers, securing favorable terms for both parties involved.
  • Organized group tours that catered to a diverse range of interests, ensuring memorable experiences for all participants.
  • Coordinated transportation logistics for groups traveling via various modes such as air, rail, bus or private vehicle hire.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.

Research Assistant

University Of Malaya
01.2017 - 12.2017
  • Organized research materials, maintaining a well-ordered workspace conducive to productivity.
  • Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
  • Monitored project timelines, ensuring timely completion of tasks while maintaining high-quality output.
  • Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
  • Maintained open lines of communication with project leads and team members for effective collaboration on common goals.
  • Contributed to development of research proposals, aligning with strategic objectives and securing project approvals.

Education

Bachelor of Arts - Languages And Linguistics (Spanish)

University of Malaya
Kuala Lumpur
04.2001 -

Associate of Arts - ELE FOCALAE 6th Spanish Scholarship

Universidad EAFIT
Medellin
04.2001 -

Skills

ITIL Knowledge

Incident Management

Teamwork and Collaboration

Problem-solving abilities

Timeline

Service Desk Analyst

DHL IT Services
09.2020 - Current

Tour Coordinator

Turismo Asiatico
01.2018 - 08.2020

Research Assistant

University Of Malaya
01.2017 - 12.2017

Bachelor of Arts - Languages And Linguistics (Spanish)

University of Malaya
04.2001 -

Associate of Arts - ELE FOCALAE 6th Spanish Scholarship

Universidad EAFIT
04.2001 -

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Aishah MohamadService Desk Analyst