Prabal S. Email & Phone Number

Sydney, New South Wales, Australia

Serve as the first point of contact for customers seeking assistance Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions from customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresMaintaining, identity and access management servicesImaging and set up of new equipment such as laptops and phonesEngaging with hardware vendors for warranty repoairs Assisting with updating our internal knowledge base

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Perform troubleshooting through diagnostic techniques and pertinent questions in order to determine the best solution/course of action based on the issue and details provided by customersAnalyse calls/emails to provide insight on procedural/technical trends, issues and knowledge gapsProven experience as a service desk analyst or other customer support role, preferably in an enterprise level environmentCertified or experienced in ITIL aligned environments and best practicesExperienced in the use of an ITSM tool to raise and resolve cases, preferably Service NowGood understanding of computer systems, mobile/network devices, printers and other hardwareAbility to diagnose and resolve basic technical issuesCustomer-focused and professional approach to service delivery

Sydney, New South Wales, Australia

All tickets are pre-qualified by the Client service desk (“ISD”) before being transferred as a Qualified Ticket.Peripherals i.e. accessories attached to the Desktop and/or Laptops.Intervention procedures provided by the Client in order to deliver the services expected.Complete the physical installation of new Equipment in HQ, Make all physical connections between Equipment and related components using Client supplied cabling.The activities include Equipment De-install and Install.Ability to work with ITSM tool ( Service now or similar).

Sydney, New South Wales, Australia

• Performing computer configuration, installation, assembly, disassembly, upgrade, and maintenance.• Build and install PCs, telephone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smartphones) related to desktop infrastructure, per department standards.• Performing Windows OS and macOS installation, upgrade, and deployment.• Installing network hardware components, cables, and types of equipment.• Troubleshooting networking and connection issues on-site and remotely using TeamViewer, RMM Tools, RDP.• Identify, log, and resolve technical problems with software applications or network systems.• Analyze problems and contribute to technical solutions.• Providing technical support to clients and co-workers.• Collaborating with other members of the IT team and management.

Nepal

The responsibilities were:-Upheld Cloudfactory worker values: Character, Competence and Community-Undertook all assigned responsibilities during the working period-Met project output requirements with regards to speed and accuracy-Maintained utmost confidentiality with company-wide information-Attended project training-Attended team meetings-Participated in Community Service Project

Master'S Degree, Information Technology, 5.933

Bachelor'S Degree, Computer Engineering