Akhil C. Email & Phone Number

Melbourne, Victoria, Australia

Australia

Melbourne, Australia

Areas of Responsibility:• Receive and respond appropriately, and in a timely manner to all incoming requests for assistance in resolving IT related issues through effective customer service and problem-solving skills. • Resolving issues through the use of the Service Desk operation manuals and checklists that are provided via the GFG Alliance’s ITIL ticketing system.• Documenting all contacts that are presented immediately via GFG Alliance’s ITIL ticketing system to system to ensure… Show more Areas of Responsibility:• Receive and respond appropriately, and in a timely manner to all incoming requests for assistance in resolving IT related issues through effective customer service and problem-solving skills. • Resolving issues through the use of the Service Desk operation manuals and checklists that are provided via the GFG Alliance’s ITIL ticketing system.• Documenting all contacts that are presented immediately via GFG Alliance’s ITIL ticketing system to system to ensure accuracy of issue management and classification.• Maintain and update operating procedures (including Knowledge Based articles) and checklists as required.• Build capability in IT by seeking knowledge and learning opportunities within the business.• Support the integration of new business and systems by following the instructions of IT Support personnel/management.• Acknowledge team effort/Provide input for One on Ones (fortnightly) and weekly team meetings/Support team goals.• Working On-Call for 1 week every 6 weeks.• Other tasks as directed by the Service Desk Team LeaderSkills:• Excellent verbal and written communications.• Outstanding customer service and polite phone manner.• Excellent problem solving skills.• Active Directory (AD) administration, Office 365 Administration (including Skype for Business), Microsoft Exchange online and On-Premises administration, SAP administration, Citrix support, Remote/MFA access administration, Apple & Android phone support, Desktop hardware troubleshooting.• Using NetHelpDesk (NHD) as the ITIL standard ticketing system.• Ability to deploy software using Ivanti/SCCM on remote desktops. Show less

Melbourne, Australia

Areas of Responsibility:• Roster rotations – 4 days on, 4 days off across a 24/7 roster rotation• Delivery of 24/7 incident management and support requests regarding the Caltex retail environment -both Point of Sale (POS) and Back Office (BOS)• Share job knowledge/Escalation support/Support team priorities – lead by example• Minimum 85% queue availability/Minimum 95% schedule adherence• Recognise success & provide feedback to team members and Team Leader• Acknowledge… Show more Areas of Responsibility:• Roster rotations – 4 days on, 4 days off across a 24/7 roster rotation• Delivery of 24/7 incident management and support requests regarding the Caltex retail environment -both Point of Sale (POS) and Back Office (BOS)• Share job knowledge/Escalation support/Support team priorities – lead by example• Minimum 85% queue availability/Minimum 95% schedule adherence• Recognise success & provide feedback to team members and Team Leader• Acknowledge team effort/Provide input for One on Ones/Support team goals• Real time monitoring of wallboards (IVR queues) and SNOW tickets, supporting team to SLA deliverySkills:• Intermediate Excel skills (Data analysis, pivot tables, reports)• Intermediate to advanced knowledge of XML, (ability to understand and determine root cause)• Knowledge of working within SNOW, SPLUNK, CITRIX, AD Service, MERAKI Systems• Excellent communication skills – written, verbal and able to influence within team• The ability and willingness to work collaboratively with peers and stakeholders to ensure business objectives are met in building constructive business relationships• Ability to plan and prioritise work while responding flexibly to rapidly changing priorities• Ability to work unsupervised and uses initiative when necessary. Deal with conflicting priorities calmly and effectively• Working proactively to resolve incidents. Provide regular feedback to peers and leaders on the performance and risk/issues encountered by the team• Good analytical skills and able to make sense of complex and logical problems quickly• Identify and provide solutions to procedural / process issues in maintaining a ‘Continuous Improvement’ philosophy Show less

Queensland, Australia

Working in a team environment meeting daily goals.Effectively communicating with upper management and team members to seek daily goals that are required to be completed.Working to setup ‘The Hub’ for back to school season in 2019.

Australia

Robina, Queensland, Australia

Burleigh Heads, Queensland, Australia

Bachelor Of Technology (B.Tech.), Information Technology

Bachelor Of Architecture - Barch, Architecture