Service Desk Operations
Structured triage, documentation, escalation, and follow-up across incidents and service requests.
Service Desk Analyst · Melbourne
Practical IT support that keeps people working.
I’m Bisesh Lamichhane, an IT support professional with hands-on Level 1 and Level 2 experience across retail, healthcare, and community environments.
- Retail IT
- Healthcare IT
- Community support
Current role
Service Desk Analyst
Bakers Delight · Camberwell
Level 1-2 support
L1-2
Service desk support
ITIL
Incident & service management
M365
Identity & collaboration support
VIC
Based in Melbourne
Core capabilities
Support skills built for real environments.
I combine technical troubleshooting with calm, clear communication - especially when users need practical answers quickly.
Microsoft 365 & Identity
User access, account support, password resets, onboarding, collaboration tools, and permissions.
Windows Endpoints
Device preparation, deployment, updates, peripherals, secure sanitisation, and lifecycle support.
Networks & Store Technology
Connectivity troubleshooting across Wi-Fi, routers, VPN, printers, and retail/POS environments.
Asset Lifecycle
Accurate naming, tracking, preparation, secure retirement, and documentation of technology assets.
Human-centred Support
Patient, step-by-step guidance for users with different levels of technical confidence.
Professional journey
Experience across support environments.
Retail, healthcare, and community organisations have shaped how I troubleshoot, document, communicate, and follow through.
Jul 2026Present
Bakers Delight · Camberwell, VIC
Service Desk Analyst
Provide Level 1 and Level 2 service desk support to bakery stores and Support Office teams through phone, email, and remote assistance.
- Troubleshoot Windows, Microsoft 365, hardware, Wi-Fi, networking, mobile devices, and retail/POS technology.
- Manage incidents, problems, and service requests using ServiceNow and ITIL-based processes.
- Support devices, peripherals, meeting-room technology, documentation, assets, and escalations.
May 2026Jul 2026
Northern Health · Epping, VIC
Level 2 IT Support / Service Desk Consultant
Delivered endpoint lifecycle and technical support within a secure, fast-paced healthcare environment.
- Imaged and prepared Windows devices, applied updates, and configured deployment-ready endpoints.
- Performed secure disk sanitisation, asset renaming, de-assetting, and lifecycle processing.
- Supported hardware, software, account access, printers, connectivity, and accurate asset records.
Jul 2025Jan 2026
Asylum Seeker Resource Centre · Footscray, VIC
IT Support Technician
Supported staff and volunteers with hardware, software, networks, workstations, printers, user access, documentation, and IT inventory.
Jan 2024Jul 2026
Didi Bahini Samaj Victoria · Melbourne, VIC
IT Support Technician (Volunteer)
Provided Level 1 support across Microsoft 365, Active Directory, workstations, printers, networking, ticketing, and AV/Zoom events.
Aug 2023Sep 2024
HDR 888 Services · Reservoir, VIC
Web & IT Systems Assistant
Managed websites, SEO, email hosting, Outlook configuration, and technical support for 20+ users.
Selected work
How I approach practical IT problems.
These anonymised highlights show the work behind the job titles without exposing confidential systems or employer information.
01
Retail service continuity
Store & POS Service Desk Support
Support store and office users by triaging issues, gathering the right detail, restoring service where possible, and escalating clearly when specialist help is needed.
Understand→Troubleshoot→Follow up
02
Healthcare operations
Secure Endpoint Lifecycle
Prepare Windows endpoints for deployment and retirement while following naming standards, secure wiping procedures, and accurate asset-record requirements.
Prepare→Verify→Record
03
Community organisations
User Access & Microsoft 365
Help new and existing users access the tools they need through account support, workstation setup, Microsoft 365 guidance, and patient step-by-step assistance.
Access→Configure→Guide
04
Hands-on learning
Windows Server Home Lab
Configured an Active Directory domain controller and DNS in a virtual environment to practise identity, naming, connectivity, and administration fundamentals.
Build→Configure→Test
Credentials
Education and continuous learning.
A practical IT degree, role-based learning, and ongoing Azure study support the experience I build on the job.
Completed Nov 2025
Victoria University
Bachelor of Information Technology
Developed practical knowledge across IT support, networks, cloud technologies, data, systems, and web development.
In progress
Microsoft Azure Fundamentals (AZ-900)
Professional development
Datacom - Service Desk Job Simulation
Technical learning
Technical Support Fundamentals
Industry learning
The Critical Role of IT Support Staff in Healthcare
- LanguagesEnglish & Nepali
- LicenceVictorian driver’s licence
- ChecksWWCC & NDIS Clearance
Let’s connect
Need someone who can make IT support feel straightforward?
I’m based in Wollert, Victoria, and happy to connect about service desk, desktop support, and IT support opportunities.