Providing customers with IT support via application support, desktop solutions, chat functions, emails, and calls. Troubleshooting IT issue by probing customers Providing customer with step-by step guidance to solve the technical issue Following up on technical queries and providing feedback Escalating critical issue to next level Relaying application functionality feedback from customers to IT developers. Driving major incident/high impact issue to resolution through bridge call Requirements Proven experience in IT support, helpdesk, or desktop support roles. Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications. Excellent troubleshooting, analytical, and problem-solving skills. Proficient in communication via phone, email, and chat with a focus on clarity and empathy. Ability to manage multiple priorities in a fast-paced environment. Experience with ticketing systems and remote support tools (e.g., TeamViewer, Remote Desktop). Familia...