Help Desk Support Specialist

Next Era is looking for Help Desk Agent resource to operate from its client premises.

Experience:

3+ Years

• Incident & Request Management Receive and log incidents and service requests via phone, email, chat, or ITSM tools
• Perform first‑level troubleshooting for common IT issues Categorize, prioritize, and assign tickets according to impact and urgency
• Resolve issues within defined SLAs or escalate to L2/L3 teams as required
• End‑User Support Provide support for desktop, laptop, printer, and peripheral issues Assist with password resets, access issues, VPN connectivity, and basic application support
• Guide users with step‑by‑step instructions in a clear and professional manner
• ITSM Process Adherence Follow ITIL‑based processes for Incident, Service Request, and Knowledge Management
• Ensure accurate documentation and updates in ticketing systems (Service Now, Remedy, etc.)
• Maintain ticket ownership and customer communication until closure
• Communication & Customer Experience Deliver courteous, professional, and empathetic support Provide regular status updates to users
• Ensure user satisfaction through effective issue handling
• Knowledge & Continuous Improvement Create or update knowledge base articles for known issues
• Learn and follow standard operating procedures (SOPs)
• Participate in shift handovers and team reviews

• Basic knowledge of Windows OS / macOS
• Understanding of MS Office / O365 and corporate applications
• Fundamental networking concepts (LAN, Wi‑Fi, VPN)
• Familiarity with IT ticketing tools
• Strong verbal and written communication
• Customer‑oriented mindset
• Ability to work in shifts and under SLA pressure
• Good problem‑solving and analytical skills