Help Desk Coordinator
Pubblicato il 21-10-2026 - iXceed Solutions in Puglia
Founded on the grounds of innovation – iXceed Solutions is an ISO certified, leader in Talent and Digital recruitment solutions, serving Fortune 100 companies globally.
About the Role
We are looking for a Technical Helpdesk Coordinator – Level 1 to provide first-line IT support to end users, troubleshoot technical issues, and ensure timely resolution of incidents and service requests while maintaining high customer satisfaction.
Hiring: Technical Helpdesk Coordinator
Key Responsibilities
- Act as the first point of contact for IT issues reported via phone, chat, email, or web.
- Provide first-level technical support for hardware, operating systems, applications, and Windows Server-related issues.
- Perform remote troubleshooting, identify root causes, and resolve common technical problems.
- Log, categorize, track, and update incidents and service requests using Jira Service Desk.
- Take end-to-end ownership of tickets, ensuring timely resolution, follow-ups, and status updates.
- Escalate complex or unresolved issues to the appropriate technical support teams.
- Meet agreed SLAs and KPIs while maintaining service quality.
- Follow ITIL practices, documented procedures, and information confidentiality guidelines.
- Identify major incidents, contribute to knowledge base documentation, and support hardware and software installation, modification, and repair.
Required Skills & Qualifications
- Minimum 3 years of relevant experience in a Helpdesk or Service Desk role.
- Hands-on experience with Jira Service Desk, Service Desk operations, and Windows Server.
- Basic understanding of ITIL practices and incident management processes.
- Strong troubleshooting, communication, and interpersonal skills.
- Customer-focused approach with good problem-solving and ticket management abilities.