I am a Service Desk Analyst with experience in Level 1 application support, incident management, ticket handling, and customer service across SaaS and contact centre environments.
I provide clear, customer-focused support through phone and ticketing channels, troubleshoot login, application, and system issues, and escalate complex incidents to Level 2 teams when required.
I am experienced in working to SLA requirements, maintaining accurate case records, delivering timely follow-ups, and supporting first-call resolution and customer satisfaction.
My background also includes long-term account servicing and customer support experience, where I managed high volumes of enquiries, resolved complex requests, and coordinated with internal teams to achieve effective outcomes.
I bring strong communication, documentation, stakeholder management, problem-solving, and organisational skills developed across technology support, customer service, and early childhood education environments.
I am currently seeking to re-establish my career in IT Service Desk support and am open to remote opportunities.
Maintain accurate documentation and compliance records in an early childhood education environment.
Communicate effectively with diverse stakeholders and apply organisational and problem-solving skills in a fast-paced setting.
Supported daily operations in a high-demand early learning environment.
Managed enquiries and stakeholder communications professionally while collaborating with team members to improve processes and service delivery.
Provided Level 1 IT support for SaaS applications through phone and ticketing systems. Logged, tracked, and resolved incidents in accordance with SLA requirements.
Troubleshot application, login, and system-related issues, escalating complex incidents to Level 2 support teams. Delivered clear customer communication and timely follow-ups while maintaining first-call resolution and customer satisfaction.
Managed high-volume customer enquiries and service requests, providing tailored solutions and resolving complex issues.
Coordinated with internal teams to achieve effective outcomes, maintained strong client relationships and service quality, and contributed to reporting and continuous service improvement.
Certificate III, Early Childhood Education and Care
Master of Business Administration (MBA), Business Administration
Preliminary Certificate, Marketing
BCS Diploma Level
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