IT Service Desk Analyst

Stefanini Group; Pune District; On-site; INR 28,571,000 - 57,143,000; Full time

Job summary

Stefanini Group in Pune is hiring a Deskside Technician I to provide 1st level IT support to internal customers through our ticketing system, following ITIL processes. This full-time role requires 3+ years of experience and offers a long-term engagement with a rotating shift pattern.

You will be logged in to answer calls, participate in team meetings, help improve service desk KPIs, and maintain technical and user documentation.

Qualifications

• 3+ years of experience in desk-side/IT support.
• ITIL v3 fundamentals knowledge.
• Strong English communication skills.
• Ability to work in rotating shifts.

Responsibilities

• Provide 1st level support to internal customers via ticketing system using ITIL processes.
• Be logged in and available to answer calls through the Service Desk solution.
• Participate in team meetings and suggest improvements.
• Support Service Desk KPI/TTI measures.
• Be part of a rotered on-call team during weekends (on-call once a month).
• Develop and maintain technical and customer documentation for standards and procedures.
• Monitor the group email inbox and log into the ticketing system.

Skills

Customer service

Analytical reasoning

Problem solving

English communication

Stress management

Tools

Ticketing system

Job description

Join us to co-create solutions for a better future!

Job Details

Deskside Technician I

IT Service Desk Analyst Pune, Posted:10/26/2026 Job Description Job ID#:

65247

Job Category: Deskside Technician I

Position Type: Full Time

Duration: long term

Shift: 2

Remaining Positions: 1

Experience 3.0+ Years

• Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.


• Be logged-in and available to answer calls through our global Service Desk call centre solution.


• Actively participate in team meetings and suggest opportunities for continual improvement.


• Support Service Desk KPI/TTI measures.


• Be part of a rotered on call team during weekends, this should have you on-call once a month


• Develop and maintain both technical and customer documentation for standards, processes and procedures.


• Monitor group email inbox and enter into ticketing system.

Working Hours: 3 shifts on a rotational basis -06:30 - 14:30 (IST) -14:30 - 22:30 (IST) -22:30 - 06:30 (IST) # Immediate start preferred+ Years

Job Requirements Details: Job Requirement:

• Strong customer service skills with a passion to exceed customer expectations.


• Good analytical and problem solving skills.


• An understanding of ITIL v3.


• A passion and interest in learning a broad knowledge of hardware and software.


• Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).


• Strong English written and verbal communication skills.


• Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.


• Ability to work under stressful conditions.


• Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.

#LI-ONSITE#LI-AP2

$ 300000.00 - $ 600000.00

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