IT Helpdesk

Responsibilities

• Engage with end-users to deliver effective technical support and issue resolution.
• Diagnose and troubleshoot hardware, software, network, and application problems.
• Guide users through step-by-step solutions and provide clear instructions.
• Escalate complex issues to higher-level support, maintaining ownership until resolution.
• Collaborate with cross-functional teams for prompt issue resolution and effective communication.
• Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.
• Continuously improve support processes and stay updated with technology trends.

Profile

• Proven Help Desk Technician experience with focus on live chat or telephone remote support.
• At least 3 years of technical support experience.
• Passion for excellent customer service and helping users.
• Excellent written communication skills for explaining complex technical concepts simply.
• Proficiency in live chat tools and help desk ticketing systems.
• Solid understanding of hardware, software, networking, and operating systems.
• Proficiency in Office 365, Windows, macOS, and Exchange Online troubleshooting. Experience with Azure and Intune a plus
• Thrives in fast-paced environment, handling multiple chat sessions.
• Strong problem-solving skills, thinking critically under pressure.
• Exceptional time management, prioritizing tasks effectively.
• Patience, empathy, and positive attitude with end-users.
• Basic knowledge of remote desktop tools and techniques.

Skill Set

• Live Chat and phone Support Experience
• Troubleshooting and Issue Resolution
• Customer Service Excellence
• Proficiency in Windows, macOS, and Exchange Online Troubleshooting
• Technical Knowledge (hardware, software, networking)
• Communication Skills (written and verbal)
• Help Desk Ticketing Systems
• Problem Solving and Critical Thinking
• Multitasking and Time Management
• Patience and Empathy
• Remote Desktop Tools
• Collaboration and Teamwork

24*7 shift

Skills: troubleshooting and issue resolution,help desk ticketing systems,office 365,patience and empathy,troubleshooting,intune,hardware,live chat,multitasking and time management,exchange online troubleshooting,proficiency in windows, macos, and exchange online troubleshooting,collaboration and teamwork,technical knowledge (hardware, software, networking),multitasking,problem solving and critical thinking,networking,exchange online,communication skills (written and verbal),phone support,live chat tools,issue resolution,macos,windows,remote desktop tools,customer service excellence,time management,network,live chat and phone support experience