IT Service Desk Coordinator

Westernacher Consulting GmbH; Bengaluru; Hybrid; INR 450,000 - 600,000; Full time

Benefits offered by this job

Hybrid working model

Competitive remuneration

Job summary

Westernacher Consulting GmbH in Bengaluru is seeking an IT Service Desk Coordinator to ensure smooth operation of IT support across the organization. You will coordinate incidents, guide users through basic troubleshooting, and keep stakeholders informed to enable fast, high-quality resolutions.

The role requires 2–4 years in IT service desk or equivalent, familiarity with ServiceNow/Jira/Zendesk, and strong communication. We offer hybrid hours and a collaborative, international culture.

Qualifications

• 2 to 4 years of experience in an IT service desk, IT operations, customer support, or service coordination environment.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine would be an advantage.
• A basic understanding of incident management, ticket lifecycles, service-level agreements, Windows, Microsoft 365, and Entra ID or Active Directory.
• Strong communication, organization, follow-up, and problem-solving skills, with a customer-focused mindset.

Responsibilities

• Monitor incoming incidents and service requests, ensuring tickets are correctly categorized, prioritized, and assigned.
• Provide initial Level 0 support by gathering relevant information and guiding users through basic troubleshooting.
• Follow up on open and aging tickets, identify potential service-level risks, and elevate issues when needed.
• Keep users, service desk agents, and technical teams informed through clear and timely communication.
• Strengthen IT operations by maintaining procedures and knowledge articles, supporting service reporting, and contributing to process improvements.

Skills

Service desk experience

ITSM platforms

Windows & MS365

Communication skills

Tools

ServiceNow

Jira Service Management

Freshservice

Zendesk

ManageEngine

Job description

Join our IT operations team as an IT Service Desk Coordinator, where you will help create a smooth and reliable support experience for users across the organization.

This role is ideal for someone who enjoys bringing structure to daily operations, communicating with different teams, and ensuring that IT issues move efficiently from resolution request. You will be a central coordination point within the service desk, helping users stay informed and enabling technical teams to deliver timely, high-quality support.

How You’ll Make an Impact:

• Monitor incoming incidents and service requests, ensuring tickets are correctly categorized, prioritized, and assigned.
• Provide initial Level 0 support by gathering relevant information and guiding users through basic troubleshooting.
• Follow up on open and aging tickets, identify potential service-level risks, and elevate issues when needed.
• Keep users, service desk agents, and technical teams informed through clear and timely communication.
• Strengthen IT operations by maintaining procedures and knowledge articles, supporting service reporting, and contributing to process improvements.

Your Expertise:

• 2 to 4 years of experience in an IT service desk, IT operations, customer support, or service coordination environment.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine would be an advantage.
• A basic understanding of incident management, ticket lifecycles, service-level agreements, Windows, Microsoft 365, and Entra ID or Active Directory.
• Strong communication, organization, follow-up, and problem-solving skills, with a customer-focused mindset.

Why Join Westernacher?

• Inspiring, exciting, and innovative working environment.
• Competitive remuneration package (salary, bonus, benefits).
• International company culture and a minimal hierarchical structure.
• Chance to work on complex projects from different industries.
• Flexible working hours and a hybrid working model.

This is Westernacher:

Founded in 1969, Westernacher Consulting is a global business and SAP consulting company represented in 28 countries, with 1,400 consultants across Europe, Asia-Pacific and the Americas. As an SAP Gold Partner with over 30 years of SAP partnership experience, we combine deep industry knowledge, business process expertise, and technology innovation to create sustainable value for our clients.

We are 100% employee-owned, which shapes our entrepreneurial culture and our commitment to shared responsibility, long-term thinking and sustainable success. We work in partnership, challenge conventional thinking and give our people the opportunity to create meaningful impact for our clients, our company and one another.

Westernacher is committed to equal opportunity and an inclusive working environment. We welcome applications from all qualified candidates and make employment decisions based on qualifications, experience and business needs, in accordance with applicable local law.

Life@Westernacher