Help Desk Support Specialist

Role Overview

NextEra is hiring a Help Desk Agent to work at a client location in Riyadh, Saudi Arabia. The role is focused on frontline technical support, incident handling, and day-to-day end-user assistance.

Applicants should bring at least 3 years of experience in help desk or similar IT support environments.

Core Responsibilities

• Accept, register, and track incidents and service requests received through phone, email, chat, or ITSM platforms.
• Carry out initial troubleshooting for routine technical problems and route tickets based on urgency and business impact.
• Work toward resolving issues within agreed service timelines, and escalate to higher support teams when needed.
• Support users with desktop, laptop, printer, and other peripheral-related concerns.
• Assist with password resets, account access problems, VPN connectivity, and basic application support.
• Explain solutions to users in a clear, step-by-step, and professional way.
• Follow ITIL-aligned processes for incident management, service requests, and knowledge management.
• Keep ticket records accurate and updated in systems such as ServiceNow or Remedy.
• Own tickets through to completion and maintain regular communication with users until the issue is closed.
• Provide respectful, empathetic, and customer-focused support at all times.
• Share progress updates with users while their requests are being handled.
• Help improve the knowledge base by creating or refreshing articles for recurring issues.
• Work according to standard operating procedures and internal guidelines.
• Take part in shift handovers and team review discussions.

Skills and Technical Knowledge

The position calls for working knowledge of Windows and macOS, familiarity with Microsoft Office and Microsoft 365, and a basic understanding of corporate applications. A solid grasp of networking fundamentals such as LAN, Wi‑Fi, and VPN is also important. Experience with IT ticketing platforms, strong communication abilities, a customer-first mindset, and the capacity to work under shift schedules and SLA pressure are essential.

Additional Information

This is an onsite contract role based at a client premises in Riyadh. The compensation field was not specified in the source. The role requires comfort with shift-based work and handling tasks under service-level commitments.