Help Desk Coordinator

iXceed Solutions; Puglia; On-site; EUR 28,000 - 38,000; Full time

Job summary

iXceed Solutions is seeking a Technical Helpdesk Coordinator – Level 1 to provide first-line IT support to end users, troubleshoot issues, and ensure timely resolution of incidents and service requests while maintaining high customer satisfaction.

You will log and track tickets using Jira Service Desk, follow ITIL guidelines, and work with Windows Server environments to resolve hardware and software problems, escalating when needed.

Qualifications

• Minimum 3 years of relevant experience in a Helpdesk or Service Desk role.
• Hands-on experience with Jira Service Desk and Windows Server.
• Basic understanding of ITIL practices and incident management.
• Strong troubleshooting and communication skills.
• Customer-focused with solid ticket management abilities.

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.

Skills

Troubleshooting

Communication

Interpersonal skills

Customer-focused

Tools

Jira Service Desk

Windows Server

Job description

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.