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