Open to opportunities

Aishah Binyusof

@aishahbinyusof

Message

IT Service Desk Specialist delivering reliable first-line support and SLA-focused resolutions for enterprise users.

Thailand

Message

What I'm looking for

I’m looking for an IT service desk role where I can act as a SPOC, own first-line troubleshooting in ServiceNow, and consistently meet SLA/SLOs—while collaborating across global teams to resolve complex issues.

I’m an IT Service Desk Specialist with over 5 years of experience delivering first-level technical support in high-volume, multinational environments, including IBM, Mahindra, and Nestlé. As a Single Point of Contact (SPOC), I manage support for ~4,000+ regional users across Thailand, Myanmar, and Cambodia while meeting strict SLA/SLO targets in fast-paced, multicultural settings.

I’m highly proficient in ServiceNow, Active Directory, and O365 troubleshooting, and I handle complex escalations by coordinating with Level 2/solver teams. I also strengthen support efficiency by creating and maintaining a ServiceNow Knowledge Base, managing ticket prioritization (P1–P5), and resolving issues across servers, SAP, enterprise applications, exchange, networking, printers, and mobile hardware.

Experience

Work history, roles, and key accomplishments

IT Support & Helpdesk

Nestlé (Thai) Ltd.

Jan 2023 - May 2025 (2 years 4 months)

Served as Single Point of Contact (SPOC) and provided first-level IT support for 4,000+ users across Thailand, Myanmar, and Cambodia, triaging P1–P5 tickets and resolving within SLA/SLO targets. Troubleshot Active Directory and Microsoft 365 issues, escalated complex cases to Level 2 support, and maintained a ServiceNow knowledge base to improve support efficiency.

ServiceNow IT Helpdesk Active Directory SLA Knowledge Base Management Microsoft Teams Troubleshooting Escalations

Associate Technical Support

Mahindra ICT Services (Malaysia) Sdn. Bhd.

Jan 2022 - Jan 2023 (1 year)

Provided regional L1 infrastructure service desk support to users via inbound/outbound voice calls, chat, and email. Conducted troubleshooting for Exchange, Active Directory, basic networking, printers, Android smartphones, and Microsoft Office, escalating complex issues to resolver teams to maintain service levels.

Service Desk Exchange Troubleshooting Active Directory Network Troubleshooting Printer Support Microsoft Office Escalation To Resolver Teams

IT Helpdesk Specialist

IBM Client Innovation Centre

Jan 2017 - Jan 2020 (3 years)

Delivered IT helpdesk support to international users via phone, email, and web-based systems, performing hardware/software troubleshooting and remote diagnostics. Managed and updated support tickets, escalated complex issues, monitored call volume and ticket distribution, and analyzed ticket/call quality to improve service performance.

IT Helpdesk Ticketing Customer Support