IT Service Desk Analyst
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Motivated IT Support Technician with a strong interest in service desk and end-user support.
Basic knowledge of Windows systems, Microsoft 365, and troubleshooting common IT issues.
Good communication skills and a customer-focused approach, with the ability to support users both remotely and in person. Eager to start a career in IT and grow within a professional support environment.
IT Support Practice (Home Lab / Simulation)
Simulated service desk environment handling common IT tickets (login, email, printer,
connectivity issues)
Diagnosed and resolved technical issues using structured troubleshooting methods
Practiced remote support and step-by-step user guidance
Documented incidents and resolutions to build knowledge base
Managed multiple tasks and prioritised issues based on urgency
Oz Capital Groups | 2016-Present
Assisted in supporting daily business operations for solar sales and installation processes
Helped document customer journeys from enquiry → quote → installation → after-sales support
Supported data entry and updating customer/job information in CRM systems
Assisted in identifying process gaps between sales, scheduling, and installation teams
Contributed to improving communication flow between office staff and field technicians
Supported reporting tasks using Excel for job tracking and performance updates
Participated in basic discussions to improve workflow efficiency
System Analyst / IT Support
Ubaid Trading Pty Ltd | 2012 – 2016
Delivered Level 1/2 IT support in a Windows-based environment
Installed and configured systems and applications
Troubleshot system, network, and user issues
Maintained IT documentation and system records
Chiniot General Hospital Pakistan| 2007 – 2008
Provided on-site technical support
Resolved hardware, software, and connectivity issues
Assisted users with system-related queries
Microsoft Azure Fundamentals 900 – 2022
Graduate Diploma in Information Systems – CQU Melbourne
Master of ICT – University of Wollongong
Master of Computer Science
Bachelor of Science
