IT Service Delivery Officer

Beiersdorf

Job Location:

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

At Beiersdorf we want to help people feel good about their skin and our commitment goes far beyond caring for skin. For 140 years we have developed innovative skin and body care products for well-known brands such as NIVEA Eucerin La Prairie Hansaplast and Labello. We act according to our purpose WE CARE BEYOND SKIN and take responsibility for our consumers our employees the environment and society.

Behind every brand every product and every accomplishment are our more than 20000 employees. It is for them that we live an inclusive culture of respect and trust that is strongly aligned with our values CARE COURAGE SIMPLICITY and TRUST. We also embrace diversity by valuing the uniqueness of each individual and being committed to equal opportunities for all.

Your Tasks

The IT Officer plays a critical role in ensuring seamless IT service delivery and supporting the strategic growth of the BSS Hub India. This role combines hands-on technical expertise with operational ownership ensuring SLA adherence supporting end-users and contributing to the development of efficient IT processes and service models aligned with global standards.

Act as the first point of contact for IT incidents and service requests via phone email chat or ITSM tools.
Log triage and resolve incidents ensuring SLA compliance and adherence to ITIL processes.
Provide support and troubleshooting for:
- Office 365: Outlook Teams OneDrive SharePoint license assignments.
- Active Directory: User provisioning password resets group and permission management.
- Intune & SCCM: Device enrollment software/patch deployment policy checks.
- Windows OS & Hardware: Desktop/laptop issues printers network connectivity.
- Basic Server Knowledge: Identify and escalate issues to relevant teams.
Utilize ITSM tools such as ServiceNow or HPSM for incident request and change management.
Document recurring issues create knowledge base articles and contribute to process improvement.
Escalate unresolved or critical issues to L2/L3 teams with complete technical documentation.
Ensure proactive and clear communication with end-users and maintain ownership of tickets through closure.

Your Profile

Education: Diploma / Bachelors / Masters in IT Computer Science or a related field.
Experience of 35 years in IT Service Desk or L1 Technical Support roles.
Exposure to operational improvement or involvement in IT service strategy is an advantage.
Proficiency with ITSM tools (ServiceNow HPSM or similar).
Good understanding of SLAs ITIL processes and service delivery KPIs.
Strong troubleshooting skills across Windows environments O365 AD and device management platforms.
Excellent communication skills (verbal and written) and a customer-centric approach.
Ability to work under pressure manage multiple tasks and adapt to shift-based operations.
Certifications will be considered a strong asset and may provide an edge during the selection process. Examples include: ITIL Foundation Certifications

Required Experience:

Unclear Seniority

Your Tasks

Act as the first point of contact for IT incidents and service requests via phone email chat or ITSM tools.
Log triage and resolve incidents ensuring SLA compliance and adherence to ITIL processes.
Provide support and troubleshooting for:
- Office 365: Outlook Teams OneDrive SharePoint license assignments.
- Active Directory: User provisioning password resets group and permission management.
- Intune & SCCM: Device enrollment software/patch deployment policy checks.
- Windows OS & Hardware: Desktop/laptop issues printers network connectivity.
- Basic Server Knowledge: Identify and escalate issues to relevant teams.
Utilize ITSM tools such as ServiceNow or HPSM for incident request and change management.
Document recurring issues create knowledge base articles and contribute to process improvement.
Escalate unresolved or critical issues to L2/L3 teams with complete technical documentation.
Ensure proactive and clear communication with end-users and maintain ownership of tickets through closure.

Your Profile

Education: Diploma / Bachelors / Masters in IT Computer Science or a related field.
Experience of 35 years in IT Service Desk or L1 Technical Support roles.
Exposure to operational improvement or involvement in IT service strategy is an advantage.
Proficiency with ITSM tools (ServiceNow HPSM or similar).
Good understanding of SLAs ITIL processes and service delivery KPIs.
Strong troubleshooting skills across Windows environments O365 AD and device management platforms.
Excellent communication skills (verbal and written) and a customer-centric approach.
Ability to work under pressure manage multiple tasks and adapt to shift-based operations.
Certifications will be considered a strong asset and may provide an edge during the selection process. Examples include: ITIL Foundation Certifications

Required Experience:

Unclear Seniority