Hire the best Helpdesk specialists

Check out Helpdesk specialists with the skills you need for your next job.
Clients rate Helpdesk specialists
Rating is 4.6 out of 5.
4.6/5
based on 678 client reviews
  • US$65 hourly
    Experienced Senior Technical Consultant with a dedicated commitment to building lasting partnerships with organizations. Offering over a decade of expertise in technical support, operations, and project management. Skilled in effectively addressing various technical challenges, streamlining processes, and implementing customized solutions. Experienced in migrations, collaborative tools, and user training. Noted for adept stakeholder engagement, impactful problem-solving, and consistent success in delivering projects within set budgets and timelines. Important points: - Over a decade of IT experience as a Senior Technical Consultant - Specialization in IT infrastructure and system optimization - Proficiency in using statistical analysis to enhance systems and operations - Strong communication skills for effective stakeholder engagement - Proven track record in resolving business challenges and seizing development opportunities - Expertise in helpdesk administration, providing strategic technical guidance, and conducting customer needs assessments - Skilled in network configuration and risk management - Consistent success in optimizing systems, meeting KPIs, and managing project execution - Extensive experience in IT consulting and outsourcing - Trusted catalyst for positive organizational change and excellence.
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    Network Administration
    System Administration
    Computer Network
    Customer Service
    Troubleshooting
    Tech & IT
    Technical Support
    Online Chat Support
    Email Support
  • US$25 hourly
    I am working as a ConnectWise Automate (Labtech) Administrator. I have been worked with Managed Service Provider over 4 years and familiar with MSPs process and products for MSP. I have worked with more than 15 MSPs and helped them in streamlining their ConnectWise Automate (LabTech) to make it more stable and profitable. I have developed lots of Script, Monitor sets for Connectwise Automate to automate day to day tasks.. . I am worked in following: 1. ConnectWise Automate Administrator:-  Setup for Startup MSPs  Alerting and automation  Customized Monitoring : Monitor creations as per requirements for different issues.  Automate/LabTech Scripting : Advance Level Scripting for automating.  Automate/LabTech Patching : Patching setup via Automate. I always make sure that machines are getting patched by schedule, Patches are getting approved or deny according to policies. I always keep my eyes on faulty patches and then deny them immediately to avoid any issue on machines.  Automate/LabTech Reports : Creating report and modifications  Migrations : Automate/LabTech, Control/ScreenConnect , Antivirus, Backup Migrations.  Plugin Integrations : Integrate Automate/LabTech with various available plugins. Connectwise Manage Integration.  Antivirus Management, Integrations (webroot, Sophos, Symantec, ESET , Trend Mirco) and custom infection definitions  Virtualization Manager arrangement  Backup Integration and Monitoring (Acronis, Datto, Symantec and Veeam and so on)  Customized alerting  User permissions and groups permission , security  Windows Server 2008/R2,2012,2016 2. ConnectWise Control Administrator: -  Setup for Startup MSPs  Machine access permission according to users and groups.  Control Portal Branding, Set your company logo on Screenconnect, give service name  Install SSL and Redirect http to https  Upgradation and migrations. 3. Desktop Support: -  Desktop Support  Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.  Participate in varied computer platforms in multi-layered client server environment.  Train and guide staff hardware and software usage.  Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction.  Update and maintain computer inventory and surplus equipment.  Ensure desktop computers interconnect seamlessly with diverse systems.  Maintain passwords, data integrity and file system security for computing environment.  Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software.  Recommend and implement upgrades on systems to ensure longevity.  Identify and repair hardware and network connectivity issues.  Assist in technical upgrading and maintaining of entire desktop systems.  Support in testing and deployment of new applications and systems. I have worked with following projects: - 1. Continuum to Automate migrations 2. Windows 7 to windows 10 migrations 3. Symantec to Webroot migrations, 4. Sentinel migrations If I got a chance to work with you and your team, I'd be managing your infrastructure 24 hours. Thank you,
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    Microsoft Hyper-V Server
    Hardware Troubleshooting
    Automated Monitoring
    Backup Administration
    ConnectWise Automate
    System Administration
    Microsoft Active Directory
    Microsoft Windows PowerShell
    DHCP
    System Monitoring
    Microsoft Azure
    Windows Server
  • US$35 hourly
    "Teamwork is the ability to work together towards a common vision. It is the fuel that allows common people to attain uncommon results." - Andrew Carnegie Hello there! My name is Erick. I am a passionate IT professional with more than 12 years of experience in providing customer and technical support to different Fortune 500 US-based companies. These companies include (Dell Computers, Coca-Cola IT Helpdesk, Sport Clips- Salon Ultimate and a few MSP companies). I've worked as a Senior Remote Desktop/Network Engineer for several MSP companies based in the US, Canada and Australia. Qualification Highlights: Datto Certified Practitioner in RMM Datto Certified Practitioner in Autotask PSA Datto Certified Deployment Specialist in Continuity Datto Certified Deployment Specialist in RMM Datto Certified Practitioner in Networking ConnectWise Manage 101 User Connectwise Automate 101 User Connectwise Control 101 User IT Glue Certified Professional: User Level 1 Threatlocker Ringfencing CyberHero CompTIA A+ ITIL V3 Certified Lean Six Sigma Yellow Belt Since I started working as an IT professional, I have gained IT knowledge in: Ticketing system: - Datto AutoTask PSA - Halo PSA - Connectwise Manage - Syncro MSP - Atera MSP - Jira - RepairShopR - Freshdesk - Zoho Desk - Zendesk - ServiceNow - Siebel / Dellserv RMM: - Syncro MSP - Atera MSP - NinjaOne RMM - Datto RMM - Connectwise Screenconnect - Solarwinds RMM - LogMeIn Central Remote Control software: - Splashtop - LogMeIn - Anydesk - GoToAssist - BOMGAR - TeamViewer - Solarwinds N-Able MSP Anywhere KB Management System: - IT Glue - Hudu - Service Now KB - Jira Confluence - Atera KB - Syncro KB Phone System: 3DUC 3CX SASBOSS ACCESS4 Password Manager: Password Boss Bitwarden NordPass Keeper Bitwarden Lastpass 1Password MDM: O365 Admin Microsoft Azure AD Microsoft Entra Microsoft Intune Windows 365 CIPP Email Data Backup: Dropsuite Datto Backupify Acronis Cyber Protect Clous Backup N-AbleCive Data Protection Veeam Backup for O365 Avanan Email Security Service: Cofence Mail Protector Proofpoint GraphUs Ironscales Cydef Mailguard MDR/EDR/XDR platform: Todyl EDR Datto EDR Rocket Cyber SAAS alerts Huntress Augmentt Cloud Controlled Networking: Cisco Meraki Microsoft Intune Privatise VPN Tailscale Backup Solutions: - Acronis Cloud Backup - Veeam - FABS Backup - N-Able Backup Console - Carbonite - Box / Dropbox - OneDrive - Shadow Protect - Nakivo Backup AV, Firewall, and anti-spam: -Threatlocker - Autoelevate - Sonicwall - Fortinet - ESET - Sophos - Malwarebytes - Todyl - Webroot - Sentinel One - Galactic Scan File-Sharing: - One Drive - Dropbox - Sharepoint - Google Drive / Drive Filestream Database Servers: - Microsoft SQL Server 2019 - Microsoft SQL Server 2008 My troubleshooting skills are but are not limited to: - Windows / Mac basic and advanced troubleshooting - Gsuite administration / Migration - Zoom administration / Migration - O365 administration / Migration - Microsoft Entra administration - Windows 365 Administration - Microsoft Intune Management - VM administration - Online/Cloud Backup Management (Acronis) - Image Backup (Veaam) - Synology NAS backups administration - QNAP NAS backups administration - Unifi/Ubiquiti device administration - Active Directory Management - Server Administration - Patch Management - Virus monitoring and removal - Advanced Windows and Mac Hardware troubleshooting and maintenance - Multi-function Printer setup and troubleshooting - Software installation and compatibility troubleshooting - File or folder permission management - Basic Network Troubleshooting - Firewall /Router Setup - Port forwarding, Wireless configuration, MAC filtering, Firewall - Password Manager administration - MFA administration
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    Server Administration
    Managed Services
    Network Engineering
    macOS
    System Administration
    IT Management
    Mac OS X Administration
    Remote IT Management
    IT Support
    Customer Support
    Desktop Support
    Technical Support
    Phone Support
    Email Support
  • US$12 hourly
    To be of significant contribution to an organization’s vision and mission through my experience, hard work and dedication.
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    Quality Assurance
    Training
    Search Engine Optimization
    Technical Support
    Administrative Support
    SaaS
    Customer Service
    Web Hosting
    Project Management
    Online Chat Support
    Email Support
    Phone Support
  • US$25 hourly
    Dedicated and experienced customer support professional with a diverse background spanning various sectors, including call centers and independent computer repair services. Known for prioritizing client satisfaction and fostering seamless communication by empathizing with their needs. Adept at sharing knowledge to facilitate understanding and collaboration, while continuously seeking opportunities for personal and professional growth. Key Skills: - Customer Support - Technical Troubleshooting - Team Collaboration - Multilingual Communication (Portuguese/English/Spanish) - System Compatibility Solutions - Remote Support - Tool Utilization - Client Relationship Management
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    Communication Etiquette
    Technical Support
    Product Knowledge
    Google
    Customer Support
    Customer Service
    Microsoft Windows
    In-App Support
    Network Analysis
    macOS
    Zendesk
    Social Media Management
    English
    Phone Support
  • US$45 hourly
    I can take care of your IT Needs, or I can cover for someone not being able to live chat.
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    Online Chat Support
    VoIP Administration
    Information Technology Operations
    Network Planning
    Computer Maintenance
    OKTA
    OneLogin
    Mobile Device Management
    Computer Network
    Tech & IT
    Desktop Support
    Ticketing System
    Office 365
    System Administration
  • US$45 hourly
    I am a seasoned and results-driven Microsoft 365 Admin, dedicated to optimizing your Microsoft 365 experience, with a particular focus on the intricacies of Exchange Online. I take pride in my ability to enhance digital workspaces, ensuring efficient communication and collaboration for businesses like yours. 🔧 Why Entrust Your Microsoft 365 Journey to Me? ✅ Exchange Online Expertise: My specialization lies in the dynamic realm of Exchange Online. From orchestrating seamless mailbox configurations to guaranteeing the smooth flow of emails, I possess a deep understanding of Exchange Online's architecture and capabilities. ✅ Comprehensive Microsoft 365 Mastery: As an Admin 365, my proficiency extends beyond Exchange Online. I am adept at harnessing the full spectrum of Microsoft 365 tools, creating an integrated environment that fosters productivity and operational excellence. ✅ Proactive Problem Resolution: Anticipating challenges and preemptively addressing them is my forte. By taking a proactive approach, I ensure that potential issues are identified and resolved before they impact your digital workspace. 🚀 What Distinguishes My Services: 📈 Optimized Email Infrastructure: Elevate your communication game by allowing me to fine-tune your Exchange Online setup. From configuring mailboxes to implementing advanced features, I'll optimize your email infrastructure for maximum efficiency and reliability. 🌐 Seamless Collaboration Solutions: Unleash the true potential of teamwork with my expertise in configuring Microsoft 365 collaboration tools. Whether it's Ondrive for document management or Teams for virtual meetings, I tailor solutions that promote seamless collaboration within your organization. 🔐 Security-Driven Approach: Your data's security is non-negotiable. I implement robust security measures, ensuring that your sensitive information is shielded from potential threats. Rest easy, knowing your digital assets are in safe hands. 💬 Let's Embark on This Digital Transformation Journey! Ready to revolutionize your Microsoft 365 experience? I'm eager to discuss how my skills can be tailored to meet the unique needs of your organization. Drop me a message, and let's commence this transformative journey toward a more efficient, secure, and collaborative digital workspace.
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    Cloud Migration
    VMware Administration
    Ticketing System
    Microsoft Outlook
    Technical Support
    Domain Migration
    Microsoft Exchange Online
    Security Management
    Windows Server
  • US$16 hourly
    Good day So to provide my detailed background: -Previous Account Manager of MyGeekCrew. -Previous Sub-Supervisor under Norton Virus Removal Team. -Previous Supervisor and Manager of Saas Service FlowTrack.co -Previous CEO of MyGeekTeamsWork mygeekteamswork.com with 3CX VOIP setup and Computer Repair Services -Previously Supervising for SaaS Service and Technical Support Specialist as Senior Engineer at Cyberco.com -Currently Working and monitoring for Managed Service Provider at Far Out Solutions -Comfortable with Call, Chat, and Email Support regards to Customer or Technical Support Representative line of work including sales and experience with different scenarios. -My Technical background is broad and quite flexible in terms of the never-ending evolution of technology for support tools, RMM and Ticketing Systems, Office 365, AD, DC, AAD, Networks like Omada, Meraki, Ubiquiti, Unify including Datto Networks, Security like Trend Micro, Webroot, Vade Security, DUO Authentication and a lot more. -Website Development/Creation/Design -Scope of work focuses on IT related I can assure a higher rate of resolution. -In terms of the given tools provided for being tech-savvy, I can guarantee you got the experts. -In terms of remote access with a customer's device, it is basic stuff for me. -I am not just technical support but also great when it comes to sales - I am also knowledgeable about Windows issues like OS, Drivers, and other software issues. -Hand-to-hand troubleshooting in terms of hardware devices like modems, printers, etc. -I’ve been under Norton for two years being a Technical Support over the phone; after that, I continued going freelance under many platforms. Some of my friends recommended Upwork because it provides a long duration of contracts. I hope you will consider me as part of your company. -I got a lot of experience already being an Account Manager, Supervisor, Technical Support, and Customer Support and Services I can make sure that we can grow together. I also have a free trick under my sleeves. Just let me know the time for a call interview Thank you, Talk to you later
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    Symantec Norton AntiVirus
    Virus Removal
    Symantec Security Software
    Customer Service
    System Configuration
    Hardware Troubleshooting
    Troubleshooting
    End User Technical Support
    Customer Support
    Microsoft Windows
    Online Chat Support
    Phone Support
    Technical Support
  • US$20 hourly
    I have more than 10 years of Technical support experience (including online, over the phone and onsite support) and for the past 5 years, I have been using ConnectWise Manage/Control/Automate, AuthAnvil, BizDox, ITGlue, TeamViewer, ScreenConnect to manage and troubleshoot complex server issues (including IBM Power Systems, Storages, EMC Storages Backup Using NIM, Firewall, Active Directory, DNS, DHCP, Group Policy, Network Sharing and security, Exchange, Intermedia, Office 365, Backup and Antivirus management) and troubleshooting L1/L2/L3 client issues (including virus/malware, printers, software and hardware problems and system performance issues). I also have of experience in Hyper-V, VMWare and PowerVM products which includes Hyper-V replica and VMWare SRM and IBM Hypervisor I have done several migration projects which includes Exchange Server Migration, Windows Server Migration from physical to virtual environment, Local In-premise Exchange to Intermedia Cloud hosting exchange and Exchange Defender to McAfee Nuvotera Spam-Soap Migration. I also have 7 years of experience with IBM AIX related Porjects like migration of AIX from 6.1 to 7.1, LPM Migration, Storage migration using AIX LVM, Managing operations remotely for a client. I have more than 7 years of experience working with NOC/MSP where I give technical support Phone, Email and Chat support to my clients remotely. I have experience of working with several multinational companies like IBM, Nokia, Telenor and NSN. I have a friendly, professional demeanor and a confident multitasker, allowing me to take on several responsibilities at once. I'm a quick learner and enthusiastic. I look forward to working with you as a Technical Support Specialist for Windows as well as your go-to guy for any additional projects you need assistance with.
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    Group Policy
    VMware ESX Server
    Microsoft Hyper-V Server
    Mac OS X Administration
    Documentation
    Windows Administration
    Virtualization
    Technical Support
    Office 365
  • US$30 hourly
    I have 15 years of verifiable experience as a system administrator in the USA. I can provide references. Fast learner, easy-going person. Can handle stressful situations. With a deep knowledge of Windows servers, VMware, Office365 Skills: EF SET English Certificate 71/100 (C2 Proficient) ConnectWise Access ConnectWise Manage ConnectWise Automate IT Glue Active Directory Exchange Servers Office365 Virtualization (ESXi / vCenter, Hyper-V, VirtualBox) Windows Servers Veem Backup Unitrend backup Fortinet Ubiquiti AS-400 (basic) Skill Tags: AD, Active Directory, VMware, vSphere, ESXi, ESX, vCenter, VCSA, vSAN, vMotion, DRS, P2V, V2V, Site Recovery Manager / SRM, vSphere Replication, Veeam, VPC, Fortinet, FortiGate, Forticlient, Office365, Asterisk PBX, ConnectWise, IT Glue, Labtech
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    Email Support
    Phone Support
    Online Chat Support
    Technical Support
    Windows Administration
    VMware Administration
    Troubleshooting
    SonicWall
    Management Skills
    Ticketing System
    Microsoft Active Directory
    Windows Server
    Office 365
  • US$19 hourly
    I am a highly motivated and dedicated professional with a proven track record in delivering exceptional customer service and technical support. With over 9 years of experience in providing efficient and high-quality support to clients from various industries, as well as 4 years of experience managing home health aspects, I possess the skills and expertise necessary to excel in the roles of Service Desk, Q.A. Manager, and Home Health Therapist Coordinator. In my previous roles, I have effectively communicated with clients and employees through phone calls, emails, and text messages, covering a wide range of areas such as telecommunications, sales, hardware and software troubleshooting, billing, schedule management, social media setup, and basic web design using WordPress. I am always eager to expand my knowledge and adapt to new tools and technologies to enhance my performance. While I thrive in a team-oriented environment, I am also capable of independently managing tasks and taking ownership of projects when required. I am committed to delivering excellent service and providing comprehensive support to meet the needs of clients and colleagues alike. I am excited about the opportunity to contribute my skills and experience to your team, and I am confident that I will be an asset in delivering professional and effective service in the roles of Service Desk, Q.A. Manager, and Home Health Therapist Coordinator.
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    Email Communication
    English to Spanish Translation
    Management Skills
    Customer Support
    WordPress Multisite
    US English Dialect
    Technical Support
    Responsive Design
  • US$15 hourly
    Expert in working with QuickBooks (a certified proadvisor), technical support, customer service, etc. I have worked with different companies like Dell, HCL, IBM, iYogi. I have got a good hands on experience & knowledge in the field of providing technical Support (QuickBooks & other computer related issues), Accounting Support, Quality Assurance, etc.
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    Customer Service
    Web Design
    Customer Support
    Data Entry
    Online Chat Support
    PDF Conversion
    Technical Support
    Document Conversion
    QuickBooks Online
    Tech & IT
    Administrative Support
    Computing & Networking
    Intuit QuickBooks
  • US$20 hourly
    A dynamic and self - motivated System and Network Administrator aspiring for a bright and challenging career in the field of System Administration and Networking Technology which would enable me to upgrade myself with emerging trends and technologies. More than 10 years experience in working with MSP's to provide remote technical support to end users. Responsible for completing On boarding tasks with new clients and deploy all the RMM tools that are required for remote management. Familiar with Office 365 configuration, creating mailboxes, resetting passwords, troubleshooting office 365 activation issues. Familiar with cloud RMM tools like Kaseya, Continuum & Labtech. Have handled patch management through Kaseya and Continuum in the past. Familiar with Helpdesk tools like Zendesk, JIRA, etc. Hands on experience on remote connectivity apps like LogMeIn, TeamViewer, screen connect, etc. Familiar with cloud backup tools like Intronis and Autotask workplace. Responsible for deploying backup agents and configure backup according to client infrastructure needs. Also, responsible for monitoring and troubleshooting failed backups. More than 10 years experience in providing phone based, chat & email support to international clients. Have been responsible for collaborating with third party vendors and end users to resolve issues related to application support and hardware warranty. Hands on Log me in central remote app, Podio project management app. Experienced in handling customer queries via Live chat app & Log me in rescue. Have experience in providing support on soft-phone provided by the clients. Hands on Kaseya cloud service apps, connect wise ticketing system. Worked on Remote apps like Log me in, VNC, Team-viewer, etc. Became an O desk Freelancer since September 2013. Worked with Lester Info services Pvt. Ltd. as a 'Remote Technical Support engineer' till 04/07/2013. Worked with General Mills, India as an ‘Onsite Support Engineer’ from 21/11/2011 to 31/1/2013. Technical Trainer/Exam Co-Coordinator, Jetking Infotrain Limited Learning Centre, Ghatkopar from1/4/2009– 20/11/2011
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    VPN
    Remoting
    Online Chat Support
    Microsoft Server
    Technical Support
    Phone Support
    Incident Management
    Network Equipment
    Computer Network
    System Configuration
    Windows 8 Administration
    Windows Administration
    Windows 10 Administration
    System Administration
  • US$15 hourly
    Hi There, I am an IT Specialist specializing in Office 365 administration, Azure, SharePoint, and Helpdesk support. With 5 years of hands-on experience, I bring a wealth of expertise to the table. 💡 Key Strengths: Microsoft 365 App/Services suite mastery, including Exchange Online, SharePoint Online, OneDrive, and Teams. Proven track record of efficient Office 365 administration and Helpdesk support. 🚀 What Sets Me Apart: Forward-Thinking Approach: I stay ahead of the curve by incorporating the latest applications and security measures, including Fortinet. Client-Centric Solutions: I focus on delivering tailored solutions that align with your unique IT needs. If you're seeking an IT Specialist who combines technical prowess with a proactive mindset, look no further. Let's collaborate to elevate your IT infrastructure and drive success.
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    Customer Support
    Online Research
    Email Support
    Social Media Marketing
    In-App Support
    Customer Service
    Data Entry
    Customer Satisfaction
    Product Knowledge
    Risk Analysis
    ITIL
  • US$20 hourly
    I am a natural-born tech enthusiast and troubleshooter at heart, with a passion for tackling technical challenges. The prospect of joining your team in this industry excites me, as it aligns perfectly with my skill sets and offers an opportunity for professional growth in a field I am deeply passionate about. Moreover, I see it as a way to contribute to a larger scale by assisting others and enhancing my understanding of this field. My flexibility with work hours and my reputation as an enthusiastic team player make me a valuable asset. Here's a concise overview of my current skill set that I believe would be beneficial to your team: NOC - VoIP --Supported a range of customers, from small to enterprise-grade, across multiple states, providing VoIP solutions and premium support in both on-net and off-net environments. --Proficient in resolving VoIP routing issues on various telephony circuits such as MPLS, T1, DIA, and Flex, employing troubleshooting and break-fix strategies. --Skilled in tracing and isolating phone routing issues related to different VoIP protocols. Expertise in investigating telephony blocking on LAN and WAN, including network devices, switches, routers, firewalls, and port-related issues, with capabilities in setting up NAT and port forwarding on routers like Dreytek, Cisco, and Meraki. --Proficient in configuring SD-WAN, failover, WAN aggregation, and load balancing. On-premise Infrastructure and Cloud Support --Supported a range of accounts, spanning Basic, Mid-size, and Enterprise, with a focus on Microsoft O365 services, including activation, onboarding, email migration, and hybrid deployment planning. --Assisted clients in Microsoft Office Pro Plus software installation and administration of Exchange Online, Teams, and SharePoint Online services. --Provided break-fix support for service-related issues and supported MSP360 backup deployment. --Proficient in AWS and Azure VM support. Service Desk --In my 13 years of experience within a dynamic and high-volume service desk environment, I honed my skills in providing exceptional support and assistance to users. My responsibilities encompassed a broad spectrum of IT functions, primarily focusing on: Active Directory Management: --Proficient in managing and maintaining Active Directory, including user account management, group policies, and security permissions. Exchange Server Support: --Skilled in supporting and troubleshooting Exchange Server, handling mailbox management, email routing, and resolving connectivity issues. Application Support: --Extensive experience in diagnosing and resolving application-related queries, troubleshooting software issues, and providing guidance on application usage and functionality. Incident and Request Management: --Demonstrated expertise in managing incidents and service requests, ensuring timely resolution and adherence to defined SLAs, which significantly contributed to a streamlined and efficient service desk operation. Remote Assistance and Troubleshooting: --Adept at utilizing remote assistance tools to diagnose and troubleshoot technical issues, providing step-by-step guidance to end-users for issue resolution. Knowledge Base Creation and Maintenance: --Developed and maintained a comprehensive knowledge base, documenting solutions for common issues and best practices. This resource facilitated quick and effective issue resolution, benefiting both the team and end-users. Effective Communication and Customer Service: --Cultivated strong communication and customer service skills, ensuring clear, concise, and empathetic interactions with users. This approach fostered a positive service desk experience and enhanced overall customer satisfaction. Training and User Education: --Conducted training sessions and provided user education on IT tools, applications, and security protocols, empowering users to make the most of available technologies while adhering to best practices. My tenure in the service desk role has imbued me with adaptability, resilience, and a keen understanding of the critical role a service desk plays in maintaining operational efficiency and user satisfaction within an organization. I am eager to apply these skills and experiences in future endeavors, including contributing effectively within your esteemed organization.
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    Customer Support
    Ticketing System
    VoIP Administration
    ConnectWise Automate
    Mobile Device Management
    Shopify
    Windows Administration
    VoIP Software
    Technical Support
    Microsoft Exchange Server
    Office 365
    Microsoft Azure
  • US$10 hourly
    I possess strong computer skills and the ability to troubleshoot and diagnose problems effectively. My years of experience as an IT Helpdesk and Customer Service Representative have provided me with extensive knowledge of Windows OS and the ability to troubleshoot both hardware and software issues. As a Helpdesk Support Specialist, I provide technical assistance and support for computer systems, hardware, and software. I am responsible for promptly and professionally addressing system and user issues and answering queries. Understanding and proactively maintaining daily system performance, troubleshooting customer problems, and having excellent follow-up and follow-through skills are essential aspects of my role. I would be thrilled to work with you. Let's connect! Work History American Financial Network - Key Responsibilities: • Active Directory (Member Off) approving and granting permissions creating security groups • Office -365 License Activation and Troubleshooting /Account Setup / Mailbox increase request • Program Installations Request (Approval Process) • Mapping Drive(network) • Manager User profile Information/ Admin Access – Full Access • Processing Termination/New Hire Access (Via AD) • Inviting users for a remote session to assist better and check the root cause of the problem via (GoToAssist) • Remote Desktop Connection (account creation) via Microsoft Azure • Maintaining RDP connection via Microsoft Azure • VPN troubleshooting (Cisco Any Connect) • Performing Incident investigation diagnosis and resolution (Outages) • Escalates complex or unresolved incidents AFN TOOLS :  ZoHo Ticketing System  Microsoft Azure,  Active Directory  GoToAssist (Remote Session)  Exchange Admin Center Fidelity National Financial (FIS Global Solutions) Key Responsibilities:  Monitoring the status and progress towards resolution of assigned Incidents (ServiceNow)  Receiving, logging, and managing calls from internal staff. (FIS)  Escalate unresolved calls to infrastructure L2/L3  ServiceNow (Logs incidents and service requests and maintains relevant records  Responding to Calls and Emails (Avaya, 8x8, ServiceNow)  Unlocking and password reset for Network Accounts via AD, Oracle, Citrix, Norton  Browser Optimization  Creating Outage tickets and Engaging Incident Management for technical bridge call  Equipment request process  Maintaining SLA  Connecting to the user’s PC for program installation via Bomgar Session FIS TOOLS:  ServiceNow (Ticket Management)  Norton Security Password Reset  Key FOB Reset  Active Directory  Avaya/8x8 (softphone)  Cisco Any Connect (Stale Session)  Citrix (Termination, Frozen Session)  Bomgar Remote Session  Remote Desktop Connection (FIS Tools) Comfort Medical  Keeping track of medical equipment and orders  Coordinating with hospitals and customers regarding their orders and medical equipment  Making sure the orders have been processed and inventory has been updated  Provide answers to any queries and follow up with customers
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    Customer Engagement
    Troubleshooting
    Ticketing System
    Windows Administration
    System Administration
    Office 365
    Customer Service
    Technical Support
    End User Technical Support
  • US$25 hourly
    Do you believe that a successful business lies in the quality and efficiency of its operations? Because I do. I believe that it's not solely based on how good your product is, but also how good and effective you build your brand by establishing a world-class customer experience. Whether your business deals with physical products, services offered or software platforms -- I would love to help you. I empower businesses like yours the best way I know how -- by helping you create exceptional operations that provide the best customer experience in your line of business. Whether this is technical support, onboarding, customer success, or even internal support teams. You may just be starting up or you already have teams in place but feel that it could be a lot better -- I can help you! We can work together by identifying issues, roadblocks, and goals you want to achieve for your business and develop processes and initiatives to address them. I have over 17yrs experience managing operations both in a corporate and online remote setting. I have managed different customer and non-customer-facing teams with unique functions that play a critical role in the customer journey. I've worked in industries that deal with Hardware, Internet Marketing, SaaS, etc. As long as it deals with people, I've helped businesses from small-scale start-ups to medium-size enterprises in establishing and improving their operations by promoting efficiency, identifying OKRs, creating processes and initiatives geared towards improving the customer journey. If you feel I'm the perfect fit for what you're looking for and If my skills and experience pique your interest so far, send me a message here in Upwork so we can have a chat :) Kolbe A Result 8-3-5-4 (Specify, Adapt, Modify, Restore) Cheers, Jonathan Garcia “Good customer service costs less than bad customer service”
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    Product Knowledge
    Ticketing System
    Business Process Management
    Customer Support
    SaaS
    Communications
    Customer Service
    Administrative Support
    Customer Relationship Management
    Technical Support
    Email Communication
    Zendesk
    English
    Online Chat Support
  • US$35 hourly
    I have been worked with Manage Service Providers over 6 years and familiar with MSPs process and products for MSP 1. ConnetWise Products - Quosal (CW Sell): + Design template + Setup for startup MSPs, workflow + Integration with CW Manage - ConnectWise Automate (Labtech) + Setup from scratch + Optimize monitoring, deploy software, integration with other AV and utility product (Warranty Master, IT Glue, etc.) + Setup integration with CW Manage + Setup Patch Management for windows workstation and servers - ConnectWise Manage + Setup for startup MSPs + Design workflow, setup best practice + Design invoice template + Design report use report writer 2. Implement backup software for MSPs: Veeam Cloud connect, Datto, Solarwind MSP backup, Shadow Protects 3. Office 365 - Migrate from on premise exchange, google or imap system to O365 - Implement MFA, manage O365 admin for MSPs, Powershell for report and update mailbox 4. RMM and other software: Ninja RMM, Nable Solarwind, Webroot AV, Trend Micro AV 5. Azure: Setup and Manage Azure VMs, Virtual Desktop 5. Integration: - Setup integration betweem ConnectWise to other - Email notification to MS Team, Azure function use Python via API to update CW - Email to SMS, and SMS to Email, integration with Microsoft Team
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    ConnectWise Automate
    Server
    Computer Network
    Troubleshooting
    Network Engineering
    Cloud Computing
    Microsoft Azure
  • US$20 hourly
    I tackle each undertaking with profound enthusiasm, a trait that is evident in my results. Throughout a decade, I have refined my expertise in customer service and technical support, encompassing both oral and written communication, laying a strong groundwork in these areas. Each assignment is not merely a task but an opportunity for personal and professional growth, serving as a stepping stone towards my overarching goals while contributing to the success of those around me. My ability to handle multiple tasks simultaneously is enhanced by a deep regard for deadlines, emphasizing my dedication to being punctual and accomplishing tasks efficiently. With a proven track record of 9 years as a help desk technician and in various customer support roles, I possess a high level of tech-savviness. My expertise spans MS Office 365, Azure, Active Directory, VMs, O365 Administration, server management (file server, SQL, backup, Remote desktop, and domain controller), VPN, RDP, RDS, Citrix ShareFile, Dropbox, Cisco VPN, Barracuda, workstation setup, profile and account management, license administration, and more. My comprehensive understanding of computer systems, mobile devices, and various tech products empowers me to diagnose and resolve a spectrum of technical issues, from basic to complex. A customer-oriented and composed individual, I am adept at effective communication. My proficiency extends to the use of Solarwinds RMM, Bomgar, and TeamViewer. Additionally, I am well-acquainted with Datto RMM, PassPortal, and Autotask, having utilized these tools extensively in my previous role at an MSP company. I am well-prepared to assume new responsibilities promptly and am eager to discuss how I can meet your specific needs. Thank you for visiting my profile. I look forward to the opportunity to speak with you further.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    ITIL
    IT Service Management
    Technical Support
    Microsoft Server
    Hardware Troubleshooting
    System Administration
    Microsoft Active Directory
    Customer Support
    Microsoft Office
  • US$30 hourly
    "Excellent and professional. Completed work in timely fashion and very responsive. Will work with again." - Matthew Chang "Timothy does great work. Is very neat and organized. Follows instructions well. Plan to utilize him in the future." - Barbara Collins " Tim did a great job on this project for me. If I have more work, I will definitely contact him in the future." - Barbara Collins I've been in the IT industry since 2007. I am a passionate IT professional with more than 15 years of experience in providing customer and technical support to different Fortune 500 US-based companies like AT&T, Microsoft, Comcast, DELL, HP, Coca-cola and lot more. I've also worked as a Senior Remote Desktop support for several MSP in the US, Canada and Australia that provides technical and helpdesk support for both MAC and Windows in a consumer and business environment. I have a huge variety of MSP tools that I've used and managed before. In addition, I have an impressive background in providing Technical and Helpdesk support via email, phone and remote control I have used the following helpdesk tools: Ticketing system: - ServiceNow - ConnectWise - Syncro/Repairshopr - Zoho Desk - AutoTask - SherpaDesk RMM: - Datto RMM - Solarwinds RMM - Kaseya VSA - Pulseway - NinjaRMM Remote Control software: - LogMeIn - ScreenConnect - BOMGAR - TeamViewer - Zoho Assist - Splashtop Knowledge Management System: - IT Glue - Zoho KB - Confluence File Sharing: - Egnyte - Sharepoint - Google Drive / Drive Filestream VoIP System: - RingCentral - 3CX - Jive (GoToConnect) Backup Solutions: - DATTO - Box / Dropbox - OneDrive - Acronis - Spanning - ShadowProtect - Veeam - BackupExec My troubleshooting skills are but not limited to: - Gsuite administration / Migration - O365 administration / Migration - Azure administration - VM administration - Online/Cloud Backup Management - Image Backup - Synology NAS backups administration - Active Directory Management - Server Administration - Patch Management - Virus monitoring and removal - make sure that antivirus threat definitions are up to date - PC Hardware troubleshooting and maintenance - Multi-function Printer setup and troubleshooting - Software installation and compatibilty troubleshooting - File or folder permission management - Network Troubleshooting - Firewall /Router Setup - Port forwarding, Wireless configuration, MAC filtering, Firewall management - VPN Setup and management - Windows Management and Troubleshooting - creating "How-to" documents and KB articles (with screenshots) - Quickbooks setup and troubleshooting (single and multi-user setup) - ad-hoc tasks I'm looking forward to working with your company
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Tech & IT
    Technical Support
    Hardware Troubleshooting
    Microsoft Office
    LogMeIn Rescue
    Managed Services
    Remote IT Management
    Windows Administration
    Microsoft Active Directory
  • US$15 hourly
    o Utilization of Incontact / Power BI in generating reports needed for leadership meetings. o Responsible in updating Knowledge gaps in the KB articles or Helpfile o Responsible in making sure that all associates are aligned with the latest processes and coaching them with their opportunities. o Providing coaching to associates to make sure they meet required KPIs
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    ConnectWise Automate
    Windows 7 Administration
    Salesforce CRM
    Customer Service
    Hardware Troubleshooting
    Customer Support
    Live Chat Software
    Microsoft Windows
    Technical Support
  • US$150 hourly
    Looking for world-class Jira Administration, Atlassian Development, and Advanced Automation? You’ve come to exactly the right place! I provide creative and effective solutions for your Atlassian environment. ⭐️⭐️⭐️⭐️⭐️ "I had the pleasure of working with Joshua for a short engagement. I can't recommend him enough. Everything was just perfect. He took on the task after brief consultation and delivered everything flawlessly, on time and exceeded expectations in many ways. His professionalism, commitment to quality of work, clear communication, prompt responses, were all great. I highly recommend him and do plan to hire him again in future." ✅ 100% Satisfaction Guaranteed ✅ 100k+ Earned on Upwork ✅ 1,000+ Hours Billed ✅ 50+ Satisfied Clients ✅ 10,000+ Satisfied Customers Value Provided: ⚙️ Choosing Jira Work Management, Jira Software, or Jira Service Desk ⚙️ Configuration and ongoing support of Jira, Confluence, Opsgenie, and Trello ⚙️ Complex Scrum and Kanban boards for Jira ⚙️ Customer and agent permission and notification schemes ⚙️ Custom JQL Filters, Reporting and Dashboards ⚙️ Troubleshooting and problem solving existing Atlassian Environments ⚙️ Training agents and administrators for Jira, Confluence, and Jira Service Desk My top priority is to provide you with the best possible product, and result. I want to help you and your team succeed, be more effective and efficient in the process. ⏱ Full-time Availability 🏢 Supporting deployments and administration of complex projects 🗣 Communication is key to any project which is why it will always be #1 priority.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Atlassian Bamboo
    Atlassian Crowd
    Customer Service
    Agile Software Development
    Project Management
    Scrum
    Scaled Agile Framework
    Agile Project Management
    Atlassian Confluence
    Project Workflows
    Cloud Computing
    Product Management
    Jira
    System Administration
  • US$50 hourly
    Proven high performance capability in end user support, good knowledge in Microsoft Office 365 administration, Microsoft Team, SharePoint, Exchange, Commerce billing, Microsoft Office, customer service, data management, data analytics and project management. I am a good team player, known for a positive attitude, effective problem-solving and time management skills, multi-tasking with good all-round technical skills and the ability to develop and maintain close working relationships with my team.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Hardware Troubleshooting
    Strategic Plan
    Customer Service
    Customer Support
    Network Monitoring
    End User Technical Support
    Administrative Support
  • US$10 hourly
    📢️📢️📢️ Welcome to my Upwork profile! 📢️📢️📢️ Happy to announce that I am available again! I am a highly skilled professional in technical and customer support with a wealth of experience spanning over a decade. My dedication to work ethics and consistent attendance sets me apart. Here are the key highlights of what I bring to the table: ⭐️⭐️⭐️⭐️⭐️ Top-rated plus Upwork member: As a top-rated professional, I pride myself on being highly responsive and receiving consistent positive feedback from clients. ⭐️⭐️⭐️⭐️⭐️ NPS performer: Throughout my career, I have consistently achieved outstanding net promoter scores (NPS) in level 2 support roles for prestigious companies like Quickbooks, Sprint, Godaddy, and Heymarvelous. ⭐️⭐️⭐️⭐️⭐️ Web expertise: I possess extensive experience in utilizing various CRMs and addressing web-related issues such as email and DNS problems. I am proficient in a wide range of tools, including JIRA, Zendesk, Intercom, Just Talk, Confluence, QuickBase, LivePerson, LiveChat, Asana, Salesforce Sales Cloud, ServiceNOW, Citrix, Slack, and Ricochet360. Furthermore, during my leisure time, I enjoy indulging my passion for gardening. I specialize in natural soil enhancement and brewing probiotics, adhering to the principles of KNF (Korean Natural Farming). You may often find me not only spending quality time with my children but also happily engaged in digging soil and repurposing various materials to support the growth of my fruit trees.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Customer Satisfaction
    Communication Etiquette
    Jira
    Troubleshooting
    Bug Reports
    Incident Management
    End User Technical Support
    Customer Support
    Customer Service
    WordPress
    Web Hosting
    cPanel
    Technical Support
    Online Chat Support
    Zendesk
  • US$95 hourly
    I am a former Customer Experience manager, now specializing in Zendesk optimizations and implementations. I am Zendesk certified and have extensive experience in all Zendesk products - Support, Sell, Talk, Email, Explore, Guide, Gather (Community Forum), Chat, Messaging, Chat bots. If you provide or share any process documentation that exists today, I can easily translate that into "Zendesk Speak" and build your system. I believe simplicity serves not only customers, but your agents as well. My experience includes: Support - + Business Rules /Automations with or without API integrations (Support) + Tagging tickets and identifying them quickly in Explorer reporting or automations + Conditional Ticket Forms + Macros which populate all fields and update statuses + Social support (Twitter/Facebook/Instagram) + Customer Satisfaction program design and tracking (Support/Explore/Talk/Chat) + Defining and implementing KPIs (Support/Explore/Talk/Chat) + Building reporting dashboards (Explore) + Help Center (Guide) + Answer Bot (Support) + Talk (Support or Sell) i.e. different phone systems + Chat with messaging, chat bots or simply forms + Installation of 3rd party apps + API integration with other systems + Custom side bar apps for common use cases (see account details, refund_ In addition to implementing the logistical and technical portions of Zendesk, I am also an experienced customer support writer. I can create macros and help articles in the voice of your company to efficiently address issues and to deflect unnecessary contacts. In addition to Zendesk, I have worked with Salesforce and Zoho.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    Client Management
    KPI Metric Development
    Zendesk API
    System Administration
    Ticketing System
    Customer Retention
    Customer Satisfaction
    Employee Training
    Customer Experience
    Process Improvement
    Customer Support
    Zendesk
  • US$10 hourly
    I've been working for 7 years in a technical environment as a Technical Helpdesk, Technical Analyst and Subject Matter Expert with Dell Computers. I also have a solid understanding with computer networking and Troubleshooting. I also worked for Telus, a Canadian ISP company, as a team lead.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    HubSpot
    Adobe Flash
    Windows 10 Administration
    WordPress Development
    Customer Support Plugin
    Microsoft Office
    Windows 7 Administration
  • US$30 hourly
    I am an ITIL, PRINCE2, Kaseya VSA, Cyber Security and MS Office 365 certified professional with 23 years of rich and extensive experience in Technical Support coupled with Service Desk, Project Management, Process Automation, Security & Compliance and Team Management. I can assist you in building operational strategies and systems for your MSP based on industry best practices and TrueMethods framework. I will assist you in development of Service Offerings, technology stack and creating service packages both for fully managed and break/fix clients for smooth and efficient support. I will assist you in setup and configuration of your MSP tools, including: 1. Remote Monitoring and Management (RMM) 2. Professional Services Automation (PSA) 3. IT and documentation platforms like IT Glue. 4. Standard Operating Procedures (SOPs). Following are my areas of expertise: 1. Project Management and MSP Consultation. 2. Kaseya VSA, BMS and IT Glue. 3. Cyber Security and Information Security (ISO 27001). 4. Preparation of SOPs and Business Processes Automation. 5. Technical Writing, Presentations and Training material. In my previous roles I worked in many areas of IT in different industries starting from Technical Support to successful implementation of different projects as Project Manager. Thank you for visiting my profile and I am excited for being work with you.
    vsuc_fltilesrefresh_TrophyIcon Helpdesk
    System Administration
    Windows Administration
    IT Support
    Office 365
    Cybersecurity Management
    SaaS
    IT Management
    ITIL
    IT Service Management
    Information Security
    Service Design
    PRINCE2
    Project Management
    Technical Documentation
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8 Tips for Help Desk and Tech Support Success

Tackling the more technical side of customer service can be tricky at times. When customers need a more specific solution to a tech challenge, there’s value in knowing how to resolve the problem in the fastest, most effective way. While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master.

It’s worth noting that many companies roll the help desk and tech support roles together. In general, however, help desk is most frequently considered the first line of defense for handling initial customer contact and more easily remedied tech issues, while tech support is the more specialized second tier that tougher problems get escalated to for resolutions that require deeper expertise.

A customer support ticket that comes in through phone, email, or any other channel your team uses will most often hit the help desk, where an agent will work to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If it’s a simple solution—for example, if a customer purchased a product that’s missing a key component and they’d like a replacement part it’ll get resolved at the help desk level.

If a customer is experiencing more in-depth problems with a product that help desk doesn’t have a workable solution for, however, their inquiry would be bumped up to tech support. For example, if a device is acting unusual and normal steps to reboot or reset the device aren’t working, an agent with more intimate technical knowhow on the product can help tackle the problem.

Depending on your company, your products, and your team makeup, help desk and tech support might be either consolidated into one role or broken down further into a larger number of tiers or departments for each role or product line.

Whatever your approach, here’s a selection of top tips to help boost the techie side of your customer support team.

1) Identify and evaluate the problem level

Customer issues of a more technical nature can run the gamut in terms of complexity and ease of resolution, which is why it’s important to pinpoint the problem immediately and quickly evaluate whether it’s something that can potentially be solved with a simple fix. On one end of the spectrum, a customer might simply need instructions on how to recover a lost password or directions to return a defective product for replacement. On the upper end, they might need to troubleshoot an unexpected device failure or report a software-halting glitch they’ve encountered that’s never been seen before.

Directing customers to helpful resources—like video tutorials, step-by-step instructions, and user forums—that provide immediate answers to common tech problems can be a great way to speed things along. However, it’s also useful to identify more complex issues early on so they can be routed to team members with the proper expertise to solve them.

2) Gauge the customer’s technical level

Using intuition and clues from the conversation or correspondence, it’s helpful to try to identify the customer’s level of tech savviness in order to determine the best way to help them. For some customers, something that might seem like a simple fix could be a lot more complicated if they’re not technically inclined. Conversely, a customer with a greater level of technical knowhow may interact more fluidly and get the solution they need from speaking with an agent that has more specialized expertise on the matter.

Cable and Wi-Fi connectivity problems are a common example. A tech-savvy customer might figure out a fix quickly with access to your company’s knowledge base, while other casual users might be flustered over the thought of even hunting around for the reset button.

Figuring out a customer’s level of technical expertise makes it easier to point your team’s response in the right direction.

3) Check for previous support tickets

It’s not uncommon for many customers who experience technical issues to encounter some of the same problems—or even related ones—more than once. Looking up any prior support tickets logged for a particular customer can give helpful clues that may help speed the process along, which is a good thing for everyone involved. Previous tickets may have notes that let you direct customers to a better solution or fast-track them to the right department to better solve their issues.

4) Take detailed, useful ticket notes on every interaction

Agents don’t have to write a book on every customer, but keeping detailed notes that shine light onto the problem, their unique situation, the proposed solution, and the end result can be invaluable—both for tracking common issues and for helping customers who reach out repeatedly with similar issues. Customer service software solutions like Zendesk, Salesforce, and Desk can make the process of tracking tickets and keeping good customer data organized much easier.

5) Direct customers to self-service solutions like Q&A, forums, and video

Cultivating a variety of self-service options that provide solutions to common problems can be a powerful way to cut down on the time spent on individual support tickets. Since many customers prefer to find an answer on their own, directing them to the right resources can save everyone time and energy.

The value here is in creating the best resources possible for the most common issues raised by customers, then offering several different formats for a la carte self-service troubleshooting. Some customers may respond best to a guided video walkthrough. Others may respond better to Q&A text or a searchable customer forum. Give them options to explore, and leave the door open for further direct assistance if needed.

6) Keep solutions clear and easy to understand

Any solutions you offer to customers, especially if they are pre-created, should be as clear to follow as possible. Avoid getting too technical, keep things short, and whenever it makes sense to do so, take customers through the solution step-by-step. It’s also wise to gather feedback on the quality of any problem-solving materials you create, so you can continue to fine-tune them to best suit customers’ needs and technical ability levels.

7) Make it easy for customers to follow up

Nobody likes getting what seems to be a good solution to their problem only to find that it doesn’t actually solve it—after they’ve already hung up or waited hours for an email response. This can be particularly frustrating, spurring some customers to give up entirely and remain unsatisfied with your company’s product or service. To avoid this, make sure customers are given a quick way to follow up if their issue persists and requires further assistance, whether that’s a direct phone line to the agent who helped them initially or an email address. This pairs well with assurances that their further support requests will be fast-tracked if needed.

8) Be prepared to escalate tougher support requests

Agents who serve as the first point of contact for tech-centric customer support inquiries should become experts at gauging the difficulty level of a request, so they can be prepared to escalate the support ticket to the appropriate team members with the right expertise and skill to troubleshoot more involved customer challenges. Successful help desk and tech support is all about tackling challenges as they come and finding ways to make life easier for customers while solving their high-tech troubles in a hurry. Paired with different support options and the right approach from your team, these tips will help ease some of the strain that can come from juggling tech snafus and other challenges that might arise.

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