وظيفة أخصائي دعم مكتب المساعدة لدى NextEra في الرياض

Dear All,

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

Experience: 3+ Years

Key Responsibilities

• 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 (ServiceNow, 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 Skills.
• 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