Dear All,
Next Era 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 (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 Skills. Basic knowledge of Windows OS / mac OS 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