Hire the best IT Helpdesk Support Agents
Ossama A.
Lahore, Pakistan
๐ฅ Top Rated Plus
โฐ26000+ Hours of Quality Work Delivered
๐ผ 100+ Jobs Completed
โ
100% Customer Satisfaction
โญ 100% Job Success Rate
I have 10+ years of experience in customer service industry where I have worked for different niches; mainly with SaaS, ecommerce and software/technical support.
I started off as Customer support executive in a US based company. My core responsibility include phone support both tier 1 and tier 2 for the SaaS based product. I then volunteered in tickets and live chat as I wanted to learn more and excel. Due to my great product knowledge and customer handling, I was promoted to support supervisor within 9 months of my joining date with the company. I was then further promoted to start another department from scratch which involved configurations and maintenance of tools that we used to service our customers. This also lead me into a training manager role for product and tools used internally.
I then joined a software a company which required technical support both tier 1 and tier 2 via email and screenshare sessions and sometimes phone calls. The key to success was the knowledge of the command line and other basics to mid level knowledge of computers.
I was then hired by a ecommerce business based out of Australia where I was the customer support manager and manged a team of 4 virtually based team members. It was mainly live chat and email.
I have been Zendesk consultant and project manager for over two years. I have also experience in managing tools such as ย Agile CRM, Zopim, Intercom, Fonality, Confluence, Jira, Zoho Support, Ring Central, Zapier, CudaSign, Webmerge, Twilio (Sales force is on the way). I have successfully managed these from scratch and designed it as per the need of all the departments. I have done multiple projects in North America and in Europe.
- Zendesk
- Phone Support
- Online Chat Support
- Email Support
- Jira
- Customer Service
- Administrative Support
- SaaS
- Customer Experience
- Project Management
- Live Chat Software
- Shopify
- Ecommerce
- Gorgias
- Intercom
Norman V.
San Juan, Philippines
I've been in BPO industry, specifically in technical account and currently looking for jobs which is related with my current field. I have an extensive knowledge in PC hardware and software, networking basics, as well as configuring Windows server, mail server (MS Exchange), and Active Directory. I'm flexible, hardworking and fast learner. I can also work in a fast paced industry and can work with minimum supervision. My work is my passion and I always give out the best in me on my work.
- Technical Support
- Troubleshooting
- English
- Hardware Troubleshooting
- Data Entry
- Desktop Support
- Business Process Outsourcing IT Services
- Answered Ticket
- Customer Support
- Remote Connection Support
- Computer Maintenance
- Windows Administration
- Computer Assembly
Kiran C.
Mumbai, India
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 12 years' experience in working with MSPs to provide remote technical support to end users. Responsible for completing OnBoarding 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.
Good hands-on RMM tools like Datto RMM, ConnectWise RMM, Solar-Winds. Kaseya, Ninja RMM. I have good understanding of ticketing systems like Autotask, ConnectWise manage, Zoho, Freshdesk, Kaseya, Zendesk, 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. (Veeam Backups, etc)
More than 12 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.
Have contributed to improving the company's documentation work by modifying changes as and when they occur and create documentation for newly resolve issues. I have good hands-on documentation tools like IT glue, Hudu cloud, Confluence, Podio, etc.
I have worked on after-hours support projects that included monitoring alerts and respond to emergency issues as and when they arise.
- Helpdesk
- System Administration
- Windows 10 Administration
- Windows Administration
- Windows 8 Administration
- System Configuration
- Computer Network
- Network Equipment
- Incident Management
- Phone Support
- Technical Support
- Microsoft Server
- Online Chat Support
- Remoting
- VPN
Alfred M.
Nairobi, Kenya
Reliable. Fast. Customer-obsessed. Thatโs the standard Iโve delivered to every company Iโve supported since I started helping users back in university and it hasnโt changed.
Iโm a Senior Technical Support Engineer with over 5 years of hands-on experience solving real problems for real users across SaaS, MSPs, and enterprise environments. Whether itโs resolving a live issue over chat, managing access and permissions in Active Directory, or coordinating clean handoffs between tools like Zendesk, JIRA, and Google Workspace โ I keep systems running and people productive.
๐ก What I bring to the table:
90%+ first-response resolution rate across Tier 1 and Tier 2 support
Average ticket resolution time of under 30 minutes for common issues
Consistently hit 100% SLA compliance in email, live chat, and phone queues
Reduced recurring tech issues by 20%+ through root cause analysis
Led onboarding, system setup, and product walk-throughs that boosted adoption and cut churn
๐ป Support tools I work with daily:
Zendesk, Freshdesk, Salesforce, ConnectWise, TeamViewer, AnyDesk, Microsoft Remote Desktop, Zoho Assist, Notion, Slack, Azure Console, Google Workspace Admin, Power Automate โ and I pick up new ones quickly.
Whether you need someone to support your internal team, serve your customers with care and speed, or document processes so you scale smoothly, Iโm the kind of person who doesnโt stop until itโs fixed โ and fixed right.
No client Iโve worked with has left with anything less than 5 stars โ because I care as much as you do.
Letโs make your support exceptional.
- Helpdesk
- IT Support
- Technical Support
- Tech & IT
- Desktop & Laptop Support
- End User Technical Support
- Troubleshooting
- Customer Support
- System Configuration
- Ticketing System
- Zendesk
- Email Communication
- Online Chat Support
- Intercom
- Slack
Thulani M.
Bulawayo, Zimbabwe
โญโญโญโญโญ I help small teams (15 - 50), SaaS and service businesses automate their CRM & helpdesk systems, automate workflows, reduce SLA breaches, and cut support response times by up to 60% and save teams 10โ15 hours of manual work per week. Using tools like HubSpot, Zendesk, Intercom, Zapier, and Google Workspace, I design scalable workflows that reduce churn, improve customer experience, and free your team to focus on growth.
โ
Iโm an IT Support & Automation Specialist with 5+ years of experience in IT administration, remote support, SaaS integrations, and technical team leadership. Iโve supported companies in SaaS, healthcare, consulting, education, and digital agencies, helping teams stay secure, productive, and focused on their work.
Managing IT for small teams shouldnโt feel overwhelming. I specialize in supporting remote teams (15โ50 users) with IT administration, SaaS automation, and helpdesk optimization โ so your business runs smoothly without wasted time or risk.
Over the past 8,900+ Upwork hours, Iโve supported startups and SMBs with:
IT Administration: Microsoft 365, Google Workspace, user management, onboarding/offboarding, security (SPF, DKIM, DMARC, 2FA).
Helpdesk Optimization: Zendesk, Intercom, Front, SLA setup, macros, escalation rules, knowledge bases.
SaaS Automation: Zapier, Make, HubSpot workflows, CRM pipelines, reporting dashboards, customer journey automations.
Telephony & Communication: RingCentral, Dialpad, Twilio integrations, shared inboxes, and smart routing.
I love solving problems, building automations that save time, and creating IT processes that make businesses run smoothly.
If youโre a founder, ops manager, or support lead who needs a hands-on IT partner โ whether for a one-off project or ongoing remote IT management โ letโs talk.
๐ What I can deliver
๐ป IT Administration & Remote Support
Microsoft 365 ยท Google Workspace ยท RingCentral ยท
DNS/DHCP ยท VPS & Cloud Systems
End-user support, permissions management, remote office setup
โ๏ธ Automation & SaaS Stack
Zapier ยท HubSpot ยท GoHighLevel ยท Zoho CRM ยท Salesforce (basic)
Twilio ยท Slack ยท Asana ยท Intercom ยท Front ยท Mixpanel ยท Sentry
Workflow automation, SaaS integrations, reporting dashboards
๐ Remote Team Enablement
Onboarding & Offboarding
Escalation management & SLA workflows
SOP / Knowledge Base documentation
CSAT & support process improvement
๐ Security & Reliability
2FA setup ยท Backup & recovery systems
Phishing prevention & employee training
Email deliverability: SPF, DKIM, DMARC
Antivirus, proactive monitoring, uptime reliability
๐ฅ๏ธ Web & System Support
WordPress administration
VPS / cPanel / CyberPanel ยท Hostinger optimization
Website uptime monitoring & performance tuning
๐น Skills
HubSpot Automation
Zendesk Workflows & SLA Setup
GoHighLevel Funnels & Automations
Zoho CRM ยท Salesforce (basic)
Zapier ยท Make (Integromat) ยท Pabbly Connect
Twilio ยท RingCentral ยท Dialpad
Microsoft 365 ยท Google Workspace ยท Azure AD
Remote IT Support ยท SaaS IT Admin
WordPress ยท VPS/cPanel/CyberPanel
โญ Why Clients Choose Me
โ
Over-deliver, always โ I go beyond expectations and take pride in my work.
โ
Long-term partner for CRM, helpdesk, and IT automation
โ
Resilient problem-solver โ I donโt stop at quick fixes; I make sure issues donโt return.
โ
Clear communicator โ I explain complex systems simply and keep teams informed.
โ
Reliable partner โ responsive, consistent, and invested in client success.
โ
Fast turnaround + clear communication
- Helpdesk
- Remote IT Management
- Technical Support
- IT Support
- System Administration
- Office 365
- Microsoft Office
- Google Workspace Administration
- SaaS
- Intercom
- Front
- Dialpad
- HubSpot
- Automation
- Email Security
Jay B.
Lehigh Acres, Florida
Are you looking to optimize your help desk operations and improve your remote workforce efficiency?
I'm an expert in implementing and managing various help desk platforms including Zendesk, Intercom, and Gorgias. With over 13 years of experience and hundreds of successful implementations, I can help you streamline your processes, reduce response times, and enhance customer satisfaction.
Services Offered:
- Help Desk Implementation: Setup and configuration of Zendesk, Intercom, Gorgias, and other platforms like Talkdesk, Freshworks, Helpshift, HelpScout, and more.
- Process Development: Develop and refine procedures for your remote workforce to maximize efficiency.
- Response Time Reduction: Strategies to reduce first reply time and full resolution time across multiple channels (emails, web forms, chats, calls, texts, social media, messaging, AI message bots, Chat GPT enabled bots, AI agents, in-app messages, workforce management solutions, quality assurance).
- App and API Integrations: Seamless integration of apps into your help desk platform to enhance functionality.
- Training: Comprehensive training for agents and admins to use and manage the help desk efficiently and productively.
Why Choose Me?
- Expertise: Extensive experience with a wide range of help desk platforms.
- Proven Track Record: Hundreds of successful implementations over the last 13 years.
- Tailored Solutions: Customized strategies to meet your specific business needs.
- Efficiency Focused: Dedicated to helping you free up your team's time and improve customer service and admin settings configuration.
Get Started:
Reach out today to discuss how I can assist you in optimizing your help desk and improving your team's performance. Let's take your customer support to the next level!
- Helpdesk
- Atlassian Confluence
- Zendesk
- Administrative Support
- Salesforce Service Cloud
- Intercom
- Technical Support
- Freshdesk
- HubSpot
- Customer Support
- Business Services
- Tech & IT
- Customer Relationship Management
- Automation
- SaaS
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Kinetic Investments
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Summa Linguae
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