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Rishi ********** Service Desk Specialist


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 technology trends and advancements.

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


AI EthicsDecision TreesDevOpsLinuxSQL
AI Systems Integration EngineerData ScientistDeep Learning Engineer


Jul 2018 - Jul 2020 Master of Applied Information Technology at Victoria University, Sydney
Mar 2011 - Apr 2015 Bachelor of Information Management at Orchid International Academy, Nepal


Jul 2023 - Present Service Desk Specialist at 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.
● Provided vital IT support to internal staff and regional teams, effectively resolving intricate IT issues.
● Proficiently troubleshooted and resolved issues across the organization.
● 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.
● Displayed outstanding customer service skills and consistently delivered effective solutions.
● Collaborated effectively within a team and demonstrated the ability to work with minimal supervision.
● 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).

Aug 2020 - Jun 2023 Service Desk Specialist at NSW Health

● 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 centralized services.
● Troubleshot and resolved issues across the organization.
● 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).
● Strong understanding of all Microsoft Windows Operating Systems and server products.
● 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.
● Outstanding customer service skills and demonstrated ability to deliver solutions.
● Able to work independently through effective time management and multi-tasking.
● Worked effectively with a team and with limited supervision.
● 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).

May 2018 - Jul 2020 Level 1 & 2 Support Technician at SiteSuite Website Design, 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.

Sep 2017 - Jun 2018 Helpdesk / Desktop Support at Xelwel Innovation

• Designed, re-engineered, deployed, and applied business processes and data models in accordance with the requirements using tools such as BPMN 2.0, MS Visio and data modelling tools.
• Developed training manuals and other related documentation and conducted training sessions (digital and on-site) for end users as required.
• Assessed the requirements for systems, processes, and technology from functional, non-functional, and system viewpoints.
• Utilized data and process modeling techniques to produce clear specifications for software design and development.
• Eliminated or minimized gaps in business processes and systems.
• Analyzed, Identified, and investigated business procedures, and work practices.

Sep 2016 – Aug 2017 Helpdesk Support at 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.
• Troubleshoot technical problems by utilizing remote desktop tools and following established procedures and knowledge base resources.

May 2015 - Aug 2016 Helpdesk Analyst at 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.