Help Desk Support Specialist

About the role

NextEra is seeking a Help Desk Support Specialist to provide first‑level IT assistance on‑site at a client location. The role involves handling incidents, service requests and delivering courteous support to end‑users across Windows, macOS and corporate applications.

Key responsibilities

• Receive, log and categorize incidents and service requests via phone, email, chat or ITSM tools.
• Perform first‑level troubleshooting for desktop, laptop, printer, peripheral, password, VPN and basic application issues.
• Prioritize and assign tickets according to impact and urgency, resolve within SLA or escalate to L2/L3 teams.
• Follow ITIL‑based processes for Incident, Service Request and Knowledge Management, ensuring accurate documentation in ticketing systems (e.g., ServiceNow, Remedy).
• Maintain ownership of tickets, communicate status updates and ensure closure with user satisfaction.
• Create or update knowledge‑base articles for recurring issues and participate in shift handovers.

Required profile

• Minimum 3 years of experience in a help‑desk or desktop‑support environment.
• Strong verbal and written communication with a customer‑oriented mindset.
• Ability to work in shifts, handle SLA pressure and follow standard operating procedures.
• Good problem‑solving and analytical abilities.

Required skills

• Basic knowledge of Windows OS and macOS.
• Proficiency with Microsoft Office / Office 365 and common corporate applications.
• Fundamental networking concepts (LAN, Wi‑Fi, VPN).
• Experience with IT ticketing tools such as ServiceNow or Remedy.
• Familiarity with ITSM tools and ITIL processes.