IT Technician – Service Desk (Pune)

About the role

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

Key responsibilities

• Receive and log end‑user incidents and service requests via phone and ticketing system.
• Categorize, prioritize, and document each request with complete information.
• Perform 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 established procedures.
• Own incidents from creation through investigation, resolution, and closure, ensuring accurate updates.
• Identify recurring problems, document solutions, and contribute to continuous service improvement.

Required profile

• Experience working in a Service Desk or end‑user support environment.
• Ability to handle inbound calls and ticketing workflows efficiently.
• Strong problem‑solving skills for Level 1 and Level 2 issues.
• Customer‑focused attitude with a commitment to high‑quality service.

Required skills