Joy Debnath
Service Desk Manager at Power and Water Corporation- Claim this Profile
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Bengali -
Topline Score
Bio
Credentials
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ITIL Continual Service Improvement
-Dec, 2013- Nov, 2024 -
ITIL Service Operation
-Nov, 2013- Nov, 2024 -
ITIL Service Transition
-Oct, 2013- Nov, 2024 -
Prince 2 Foundations
-Jun, 2013- Nov, 2024 -
Microsoft Certified Professional
-Jan, 2008- Nov, 2024 -
ITIL Foundations
-Jan, 2007- Nov, 2024
Experience
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Power and Water Corporation
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Australia
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Utilities
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500 - 600 Employee
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Service Desk Manager
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Jun 2011 - Present
Responsible for the delivery of ICT Support and operational delivery of centralised end-user-focused services through a single point of contact Service Centre. Provide guidance and leadership to ICT Service Desk in delivering 24x7 technical and onsite support to 1300 users across 5 cities/towns throughout the Northern TerritoryActivities and responsibilities include: • Day-to-day management, coaching and mentoring of team of Service Desk Officers• Responsible for Service Centre performance against SLAs and KPIs• Clarifying the severity of all levels of Incidents in order to execute the correct Incident Management process• Major incident management• Relationship and Contract Management with external vendors/3rd level support
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Business Systems Administrator
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May 2009 - Jun 2011
Responsible for the system operation and maintenance of EMPAC and Oracle ERP business system and related applications, as well as Service Transition activities in the ERP switch-over of Ventyx's EMPAC to IBM Maximo. Activities and responsibilities included:• Resolving Incidents and Service Requests related to applications and systems at 2nd and 3rd level.• Assistance to inquiries on the features, functions, and usage of business systems.• Provide training and Level 1 knowledge base documents and scripts for the ICT Service Centre for initial diagnosis and identification of system-related Incidents.• Provide local, virtual and intra-state training for all system users in Business Units throughout the Territory.• Implementing system upgrades and modifications through controlled Change Management and RADM.
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FUJIFILM CSG Limited
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Australia
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IT Services and IT Consulting
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100 - 200 Employee
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Desktop Support Engineer
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Jul 2008 - May 2009
Providing 2nd level hardware and software support across all agencies and government owned corporations in the Northern Territory Government (NTG).Activities and responsibilities included supporting:• Active Directory account maintenance and troubleshooting• Exchange and Domino email administration• Software packaging and deployment, machine re-imaging and OS deployment.• General and technical Desktop support for networking, Windows OS, Office applications and agency specific business system applications.
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Problem Manager
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Oct 2006 - Jul 2008
Responsible for all ICT Problems through the Problem Management lifecycle, across all agencies and government owned corporations in the Northern Territory Government (NTG).Activities and responsibilities included: • Coordinating Problem Management life-cycle processes with the Incident Management, Change Management, and Release Management.• Co-ordinating and chairing Problem Management review teams.• Owning the end to end process of Root Cause Analysis with cross-stream technology teams, clients and external vendors. • Carried out pro-active Problem Identification, Problem Categorisation and Prioritisation, Problem Diagnosis and Resolution.• Supporting Service Transition activities in regards to Problems and major Incidents.• Producing comprehensive and targeted Incident and Problem reports for a variety of audiences, including senior and executive management throughout NTG.
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Education
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2003 - 2005
Charles Darwin University
Bachelor, Business -
1996 - 1998
Sydney Boys High School
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1993 - 1995
United World College of South East Asia
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