KALITHASAN MARIAPPAN
Cyberjaya,Selangor
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Atos Services (M) Sdn. Bhd.
04.2024 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
SAP SUPPORT ANALYST /SERVICE DESK
Atos Services (M) Sdn. Bhd.
01.2015 - 04.2024
- Clarify, record and resolve Incidents
- Route Incidents and requests to respective resolution teams as required
- Inform user of ticket status / resolution
- Ask for resolution verification before closing ticket
- Ensure proper escalation management
- Maintain information about problems / Incidents, and the appropriate workarounds and resolutions
- Ensure that service quality and availability are maintained according to Service Level Agreements
- Conduct assigned regular monitoring and support tasks.
SERVICE DESK ANALYST - LEVEL 2
HEWLETT PACKARD MULTIMEDIA SDN BHD
02.2012 - 11.2014
- Coordinate with vendors for an urgent issues and escalation
- Open new request behalf of user for asset refresh which is machine parts has expired of warranty
- Closely monitor the work in progress tickets with vendors and chase for an update in order to minimize the escalation
- Create incident Web Ticket and submit into CET
- Follow up with user or related source for case closure
- Record and documenting all incidents requests received via email in relevant helpdesk systems and response timely according to SLA.
SERVICE DESK ANALYST - JUNIOR EXECUTIVE
FUJITSU KUALA LUMPUR
01.2011 - 01.2012
- Handle incoming calls
- Handling escalation tickets, follow up with users for unsolved issue till ticket closure
- Provide troubleshooting via phone and remote access.
Education
Diploma in Computer Science / Information Technology -
Sekolah Menengah Kebangsaan Kuala Ketil Kedah (SPM)
Cybernetics International College of Technology.
Skills
- A highly motivated individual seeking for a challenging career with a progressive organization to with opportunity to develop skills and passion in the area related to Information Technology
- Remote Technical Support
- Remote Support
- Service Level Agreements
- Technical Support
- Hardware support
- Software Support
- Technical Troubleshooting
- Problem-Solving
- User Support
- Device Installation
- Online Chat Support
Certification
Information Technology Infrastructure Library (ITIL V3)
Preference - Willingtotravel
Yes
References
Low Yoke Wan, Continuous improvement specialist lead / Team Leader, 010 294 5459
Languages
English
Upper intermediate (B2)
Malay
Bilingual or Proficient (C2)
Timeline
Service Desk Analyst
Atos Services (M) Sdn. Bhd.
04.2024 - Current
SAP SUPPORT ANALYST /SERVICE DESK
Atos Services (M) Sdn. Bhd.
01.2015 - 04.2024
SERVICE DESK ANALYST - LEVEL 2
HEWLETT PACKARD MULTIMEDIA SDN BHD
02.2012 - 11.2014
SERVICE DESK ANALYST - JUNIOR EXECUTIVE
FUJITSU KUALA LUMPUR
01.2011 - 01.2012
Diploma in Computer Science / Information Technology -
Sekolah Menengah Kebangsaan Kuala Ketil Kedah (SPM)
Cybernetics International College of Technology.
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