Help Desk Coordinator

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.

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