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 transparent 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 quick-paced workplace, 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

• Remo

📌 It Helpdesk Delhi
🏢 Flexis
📍 Delhi