IT Service Desk Analyst

Stefanini North America and APAC; Maharashtra; On-site; INR 300,000 - 540,000; Full time

Job summary

Stefanini North America and APAC is seeking a proactive 1st level IT Service Desk agent in India (Maharashtra). You will handle tickets via our ITIL-based processes, answer calls, and contribute to documentation and knowledge sharing. The role includes rotating shifts and weekend on‑call once a month.

Ideal candidates have strong customer service, good problem-solving and English communication skills, and a willingness to learn hardware and software across platforms. Immediate start preferred.

Qualifications

• 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 hardware and software across a broad knowledge base.
• Analyze situations, evaluate alternatives, and implement solutions within standards.

Responsibilities

• Provide 1st level support to internal customers through the ticketing system based on ITIL processes.
• Be logged-in and available to answer calls through our global Service Desk solution.
• Develop and maintain technical and customer documentation for standards, processes and procedures.
• Monitor group email inbox and enter into ticketing system.
• Participate in team meetings and suggest opportunities for continual improvement.

Skills

Customer service

Analytical skills

ITIL v3 understanding

English communication

Team collaboration

Tools

Ticketing system

Job description

Job Description

• 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 rotated 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

Job Requirements

• 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.