Summary

Rishi B

A: Sydney NSW, 2000, M: 0414 696 596, E: rishi.byanjankar2022@gmail.com

Profile Summary

Highly skilled and customer-focused Help Desk Support Specialist with 5 years of experience providing efficient technical assistance and troubleshooting solutions to end users. Adept at analyzing and resolving complex issues through a logical and systematic approach. Excellent communication and interpersonal skills, with a proven track record of delivering exceptional customer service. Committed to ensuring user satisfaction and optimizing system performance.

Proficient in documenting incidents, service requests, and solutions accurately. Strong problem-solving and analytical abilities. Ability to work effectively under pressure in a fast-paced environment. Proactive in staying updated with the latest technological trends and advancements.

Expertise includes but is not limited to Incident Management, handling service requests and user queries. Detail-oriented with exceptional organizational skills.

Skills Summary

Technical Troubleshooting
Customer Service Excellence
Incident Management
Problem-Solving
Documentation and Reporting
Team Collaboration
Training and Onboarding
Time Management

ServiceNow, Zendesk, JIRA, Office 365
Desktops, Laptops, printers, scanners, mobile
TCP/IP, DNS, DHCP, VPN, LAN/WAN
Adobe application, DevOps, Power B.I, SQL
ITIL Framework and Ticketing System
Hardware and Software Support
Incident Management, Level 1 and 2 Support
Windows (All Versions), macOS, Linux

Employment History

IT Site Coordinator     Sep 2024 – present

Healthscope, Sydney, NSW

Managed IT support for over 8 hospital sites, providing Level 1 and 2 support for desktops, laptops, mobile devices, and network issues, ensuring timely resolution and adherence to SLAs.
Collaborated with the team in multiple projects, including company-wide printer refresh, PC upgrades, and the rollout of Windows 11, ensuring smooth implementation across all hospital sites.
Provided comprehensive support for Microsoft products, facilitated interstate assistance using the SCCM Remote Access Tool, and managed hardware deployment tasks, including re-imaging PCs.
Collaborated with internal and external teams to manage incidents, troubleshoot complex issues, and support post-implementation verification testing at multiple locations.
Facilitated seamless onboarding and offboarding processes, ensuring a smooth transition for personnel by providing comprehensive support and assistance.
Managed hardware deployment processes, including imaging and configuring desktops, laptops, and printers, while maintaining an accurate inventory of IT assets across multiple sites.
Utilized proprietary and Custom ticketing systems – Ivanti (ITSM) to support Microsoft product environments, including Office 365, SharePoint, and Teams, ensuring seamless user experience and resolving software-related issues.
Maintained and updated the knowledge base with documentation on hardware, software, and troubleshooting procedures, contributing to faster issue resolution across all hospital locations.

Service Desk Analyst     Dec 2023 – Jul 2024

NSW Health (STARTTS), Sydney, NSW

Delivered level 1 and 2 technical support which includes phones, emails, and walk-ins.
Provided comprehensive support for Microsoft products, facilitated interstate assistance using the SCCM Remote Access Tool, and managed hardware deployment tasks, including re-imaging PCs.
Assisted internal staff spread across multiple locations in Sydney in solving complicated IT problems.
Maintained up-to-date knowledge of the latest PC and networking technologies, as well as communication protocols.
Facilitated seamless onboarding and offboarding processes, ensuring a smooth transition for personnel by providing comprehensive support and assistance.
Organized and managed IT assets, including hardware components and peripherals.
Utilized proprietary and ServiceNow ticketing systems (ITSM), along with expertise in Microsoft Windows, Microsoft 365, SharePoint, and Teams.
Worked seamlessly within a team and showcased effectiveness even with limited supervision.

Service Desk Specialist July 2023 – Nov 2023

NSW Department of Communities and Justice, Sydney, NSW

Delivered Level 1 IT triage and technical support via phone and email channels.
Proficiently utilized proprietary and ServiceNow ITSM ticketing systems, in addition to Microsoft Windows, Azure AD, Microsoft 365, SharePoint, and Teams.
Enthusiastically committed to providing exceptional customer service and quickly adapting to new systems, technologies, and processes.
Collaborated effectively with a team of six on the Migration Project, merging two departments into a single tenancy within the Office 365 Windows 10 environment.
Demonstrated a strong grasp of all Microsoft Windows Operating Systems and server products.
Maintained in-depth knowledge of the latest PC and networking technology and communication protocols.
Achieved an impressive first-call resolution rate of 90%, significantly reducing the need for callbacks and elevating overall customer satisfaction.
Conducted in-depth investigations and diagnoses of software issues for end-users, successfully resolving 95% of technical issues within agreed-upon service-level agreements (SLAs).

Service Desk Specialist Aug 2020 – June 2023

NSW Health, Sydney, NSW

Provided level 1 and 2 IT triage and technical support which includes phones, emails, and walk-ins.
Utilized proprietary and ServiceNow ticketing systems (ITSM), Microsoft Windows, Microsoft 365, SharePoint, and Teams.
Enthusiastic and motivated to provide excellent customer service, and learn new systems, technologies, and processes.
Supported internal staff and regional teams to resolve complex IT issues.
Managed daily monitoring alerts ensuring the availability of centsralized services.
Work closely with other teams to solve more complex Level 3 issues.
Microsoft product support, interstate support by team viewer, hardware deployment (re-imaging PCs).
Solid knowledge of the latest PC and networking technology and communication protocol.
Achieved a first-call resolution rate of 85%, reducing the need for callbacks and enhancing overall customer satisfaction.
Able to work independently and effectively with a team through effective time management and multi-tasking.
Investigated and diagnosed hardware and software problems for end-users which successfully resolved 95% of technical issues within the agreed-upon service-level agreement (SLAs).
Level 1 and 2 Support                 May 2018– Jul 2020

SiteSuite Website Design, North Sydney, NSW

Responded to user inquiries via phone, email, and ticketing system, providing timely and accurate technical support for hardware, software, and network-related issues.
Diagnosed and resolved technical problems by identifying root causes, utilizing troubleshooting tools, and applying effective problem-solving techniques.
Escalated complex issues to appropriate teams and followed up on resolution progress to ensure prompt and satisfactory resolution.
Assisted in the deployment and configuration of software applications and performed system updates and patches.
Conducted user training sessions to promote efficient utilization of technology resources and enhance productivity.
Maintained thorough documentation of support activities, including issue descriptions, resolutions, and troubleshooting steps, for future reference and knowledge sharing.

Helpdesk / Desktop Support   Sep 2017 – Jun 2018

Xelwel Innovation, Nepal Health

Provided first-line technical support, diagnosing and resolving hardware, software, and network-related issues via phone, email, and ticketing systems.
Managed user accounts and permissions in Active Directory, including password resets, account creation, and troubleshooting login issues.
Escalated complex technical issues to higher-level support teams, ensuring timely follow-up and resolution to meet service-level agreements (SLAs).
Documented all incidents, service requests, and resolutions in the ticketing system to track recurring issues and improve overall helpdesk efficiency.

Helpdesk Support                             Sep 2016 – Aug 2017

E-MultiTech Solution

Provided first-line technical support to end-users via phone, email, and ticketing system, resolving hardware, software, and network-related issues.
Assessed and classified incoming service requests and incidents, ensuring accurate prioritization and assignment to the appropriate support teams.
Troubleshot technical problems by utilizing remote desktop tools and following established procedures and knowledge base resources.

Helpdesk Analyst                         May 2015 – Aug 2016

Amsoft Technology

Logged, tracked, and updated incident and service request tickets, ensuring timely and accurate documentation of all interactions and resolutions.
Collaborated with cross-functional teams to escalate complex issues and coordinate resolution efforts.
Assisted in the development and maintenance of the knowledge base, FAQs, and self-help resources for end-users.

Education

Master of Applied Information Technology       Jul 2018 – Jul 2020

Victoria University, Sydney, NSW

Education

May 2020 Master of Applied Information Technology at Victoria University

SKills