Dipesh Pokhrel Email & Phone Number

St Leonards, New South Wales, Australia

• Manage incidents and service requests with efficient triage and technical troubleshooting. • Encourage knowledge sharing among Service Desk Analysts to improve customer service and first call resolution. • Collaborate with internal Level 3 teams (Cloud, Cyber, Network, Infrastructure) and external vendors to identify and implement permanent solutions for Problem tickets. • Work actively with Project team to onboard new business clients and contribute to building and testing, technical documentation on Confluence. • Execute administrative tasks on IVANTI ticketing system, and manage CSM portal(snow) access for user, service desk agents, dashboards and charts setup, generating reports. • Analyse ticketing trends and provide insightful reports for future strategies. • Mentor team members and contribute to team growth and development.

St Leonards, New South Wales, Australia

• Provide technical support to Interactive’s Managed Services customers across Australia, providing first call resolution or fulfillment where possible to meet agreed Service Level Targets. • Create and resolve Incident tickets on behalf of customers. Perform 1st and 2nd level investigation, diagnostics and troubleshooting for cloud and end user services. • Execute user administration tasks such as user onboarding / offboarding, vendor onboarding / offboarding, setup NTFS permission in Active Directory, Azure and Microsoft O365. • Performing Exchange Administration, Teams Administration, Endpoint Administration, SharePoint Administration, Citrix Administrator. • Configure, install, and maintain VPN such as FortiClient, Cisco AnyConnect, Sophos on end user devices. • Update Configuration Management Database (CMDB) in ServiceNow for asset management. • Manage Security and threats by using Microsoft 365 Defender, Mimecast • Manage tasks, ticket queues and priorities effectively to meet deadlines and customer expectations. • Coordinate, collaborate and escalate incidents and requests within established service levels. • Proficient in using PowerShell to manage user, mailboxes, calendar, and permissions.

Granville, Western Australia, Australia

• Assist internal staffs with technical difficulties.• Document all contact & troubleshooting reports on ServiceNow. • Solve problems regarding O365 products and troubleshoot using remote access as required. • Escalate tickets to relevant escalation team when circumstances are out of scope. • Coordinate with other departments to figure out solutions to complicated incidents. • Use Active Directories toolbox to troubleshoot issues regarding accounts and accesses. • Walk staffs through step-by-step process for troubleshooting issues. • Assist learners on usage of several portals and applications.

Wentworthville, New South Wales, Australia

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Answered customer telephone calls promptly to avoid on-hold wait times.• Recommended products to customers, thoroughly explaining details.• Offered advice and assistance to customers, paying attention to special needs or wants.• Responded to customer requests for products, services, and company information.

Professional Year, Information Technology

Bachelor'S Degree, Information Technology