Tharushni Krishnan
Shah Alam
Summary
Dedicated Service Desk Analyst with a decade of hands-on experience providing exceptional IT support and technical solutions. Proven track record in incident resolution, problem-solving, and client satisfaction. Proficient in ITIL framework and industry best practices, consistently meeting or exceeding service level agreements. Adept at efficiently diagnosing and resolving complex issues while ensuring clear communication with end-users. Committed to continuous learning and adapting to emerging technologies. Ready to leverage a decade of expertise to deliver top-notch IT support and contribute to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Specialist
Knauf IT
10.2021 - Current
- One of the world’s largest manufacturers of insulation products and solutions present in more than 40 countries and have 27 manufacturing sites in 15 countries
- Act as ticket owner and lead communication with requester for incident life cycle
- Contributed to knowledge management creation.
- Comply w/ procedures, segregation of duties and service levels
- Being part of the Pioneer Service Desk Team based in USG Boral KL team assisting migration from
- USG Boral to Knauf APAC
- Performs Ticket Quality Analyst check for the Team on a weekly basis.
- Provide onboarding training and knowledge training for all the newbies.
- ITIL V4 Certified Analyst
Senior Service Desk Analyst
Optus
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 etc
- Troubleshoot issues related to direct line, multiline, internet, etc by identify root cause and implement solutions
- Consider customer and business needs in decision-making, recognising customer value, including minimisation of adjustments
- Providing timely and efficient resolution for faults and system issues which impact the activation process for Optus Business customers
- Maximize customer satisfaction with the service provided by Optus Business
- Ensure risk to our customer's businesses are reduced by assessing potential delays in processing customer's requests and advising customer of alternatives and contingencies that can be put in place
- Offer excellent customer service by providing customers with efficient and clear information relating to their issues
- Assist and liaise with other business units to maintain and improve our customer service.
Service Desk Analyst
Jacobs
05.2017 - 10.2018
- Record, categorize, prioritize and maintain Service Desk tickets and process incidents and request in line with IT procedures and processes
- Provide remote end-user support, advise and training via telephone and email
- Analyze and troubleshoot all calls to the Service Desk using required Service Desk tools: Service Now
- Active Directory, EMC, CUCM
- Handling Service Management Request
- Identify problems and follow the escalation process when required
- Develop, contribute and maintain Service Desk documentation including procedural and work instructions
Information Technology Operations Analyst
Expro
05.2016 - 05.2017
- To answer, log through ticketing system, resolve and/or escalate all calls routed through the Group’s
- Service Desk system, providing courteous service to all Group IT customers both on the telephone and in person whilst ensuring that all company standards are adhered too
- To provide day-to-day 1st line operational support for IT users on a Group site or remote sites within a region, covering hardware, software and local and wide area networks
- To answer and escalate all help desk calls within the Groups Service Level Agreement
- Provide 1st Line hardware and software support for all the Service Desk Customers either directly or by liaising with 3rd party vendors, including warranty exchanges and servicing
- Task problems to the 2nd Line Operations Team and/or other IT teams where these problems cannot be solved by 1st Line Support
- To assist other Group IT staff in their duties as directed by the Operations Team Lead or designate
- Maintain a tidy and structured working environment
- Comply with company HSE/QC policies
- To assist supervisor with activities as required.
Service Desk Analyst
Computer Sciences Corporation ( CSC )
02.2013 - 03.2016
- Performing first level support and troubleshooting of computer software and hardware;
- Tharushni Krishnan - Supporting computer users and deal with a range of different incidents or requests to meet personal computer needs; - Applied technical knowledge and experience to understand, document, and begin customer resolution process; - Providing recommendation of solutions and resolution of problems across a variety of IT platforms; - Assisting with computer studies, projects, and implementation of policies throughout area of assignment; - Logging and tracking requests, maintaining history records; - Understanding computerized data entry systems and using these systems to track activities; - Working closely with other team members and supporting teams in resolving open issues; - Daily communication with customers via phone and email.
Education
High School Diploma -
SMKS9
Shah Alam2005
Associate of Arts - Fine/Studio Arts, General
Limkokwing University of Creative Technology
Cyberjaya2008
Skills
- Daily Workflows
- Guest Communication
- Technical Support and Assistance
- Account Management
- Knowledge Base
- New Installations
- Diagnostic Tools
- Cisco
- Service Team Support
- User Experience
- Computer System Diagnostics Software
- Organizational Skills
- Team Support
Certification
Microsoft Azure Remote Desktop Protocol (RDP) TeamViewer Mdm Microsoft Intune
Microsoft Endpoint Configuration Manager Active Directory ITIL v3 Foundations Certified PDA
VPN
Tharushni Krishnan - page 3
Languages
English
Advanced (C1)
Malay
Upper intermediate (B2)
Tamil
Intermediate (B1)
Timeline
Service Desk Specialist
Knauf IT
10.2021 - Current
Senior Service Desk Analyst
Optus
11.2018 - 04.2020
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
Associate of Arts - Fine/Studio Arts, General
Limkokwing University of Creative Technology
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