IT Service Desk Analyst- Contract

Stefanini, Inc; Pune District; On-site; INR 28,873,917 - 57,747,834; Full time

Job summary

Stefanini, Inc in Pune is seeking a Deskside Technician I to provide 1st level IT support for internal customers. The role operates in a full-time capacity with long-term duration and rotating shifts, starting immediately.

Responsibilities include handling tickets per ITIL, answering calls via a global Service Desk, and contributing to continual improvement. The candidate will work weekends on a rotating roster and maintain service desk documentation.

Qualifications

• 1st level IT support based on ITIL processes.
• Strong customer service focus and ability to resolve issues.
• Strong analytical and problem-solving skills.
• Excellent written and verbal English communication.

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 call centre solution.
• Actively participate in team meetings and suggest opportunities for continual improvement.
• Support Service Desk KPI/TTI measures.
• Be part of a rostered 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.

Skills

Customer service

Analytical thinking

ITIL v3 knowledge

Strong communication

Learning mindset

Job description

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

Job Details

Deskside Technician I

IT Service Desk Analyst – Contract – Pune – Posted: 7/17/2026 – Job ID#: 64375

Job Category: Deskside Technician I

Position Type: Full Time

Duration: long term

Shift: 2

Remaining Positions: 1

Responsibilities

• 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 rostered 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.

Pay Range: $ 300000.00 – $ 600000.00

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