IT Technician – Service Desk (Pune)

About the role

Edwards Lifesciences is building a new IT Innovation Hub in Pune to support its global operations. As an IT Technician, you will be the first point of contact for over 16,000 employees, handling inbound calls and tickets to restore normal service quickly and efficiently.

Key responsibilities

• Receive and log end‑user incidents and service requests via phone and the enterprise ticketing system.
• Provide Level 1 and Level 2 troubleshooting across a broad range of IT services, resolving issues independently when possible.
• Escalate complex or out‑of‑scope incidents to higher support tiers according to defined procedures.
• Maintain accurate documentation of investigations, resolutions, and status updates.
• Identify recurring problems, contribute to knowledge‑base articles, and suggest process improvements.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly and professionally.
• Analytical mindset and ability to prioritize multiple incidents.
• Willingness to work in a fast‑paced, technology‑driven environment.

Required skills

• Experience with service‑desk tools and ticketing systems.
• Knowledge of standard IT hardware, operating systems, and networking basics.
• Ability to perform remote diagnostics and on‑site device troubleshooting.

What we offer

• Opportunity to work in a cutting‑edge innovation hub focused on automation, AI, and cloud technologies.
• Collaborative environment with global teams supporting patient‑care advancements.
• Career growth within a leading medical‑technology company.