Level 1 Helpdesk Coordinator — IT Support & Incident Triage

Larsen & Toubro Infotech Ltd (LTI); Bari; On-site; EUR 24,000 - 36,000; Full time

Job summary

Larsen & Toubro Infotech Ltd (LTI) in Bari, Italy, is seeking an Engineer - Cloud & Infra Management Role, Technical Helpdesk Coordinator Level 1 to join on-site operations and reinforce end-user support.

You will be the first line contact for hardware and software issues, perform remote troubleshooting, document incidents in the ITSM tool, and escalate when needed while meeting SLAs.

Qualifications

• Minimum 3 years of helpdesk experience.
• Basic understanding of ITIL practices.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• First point of contact for end users via phone, chat, email or web.
• Provide first line technical support for hardware, OS, and apps.
• Perform remote troubleshooting with diagnostic questions.
• Identify issues, investigate causes, and propose fixes.
• Own end-to-end resolution and follow up per processes.
• Escalate complex issues to Remote Support or Field teams.
• Maintain call quality and meet SLA targets.
• Log incidents in the ITSM tool and track status.
• Advise users on appropriate actions and next steps.
• Maintain confidentiality and adhere to NDA guidelines.

Skills

Helpdesk

Remote troubleshooting

ITIL basics

Customer support

Incident management

Job description

Larsen & Toubro Infotech Ltd (LTI) in Bari, Italy, is seeking an Engineer - Cloud & Infra Management Role, Technical Helpdesk Coordinator Level 1 to join on-site operations and reinforce end-user support.

You will be the first line contact for hardware and software issues, perform remote troubleshooting, document incidents in the ITSM tool, and escalate when needed while meeting SLAs.