IT Service Delivery Officer

Mumbai, Maharashtra
Permanent
Full-time

1 day ago

Your TasksThe IT Service Desk Engineer (L1) will provide first-line technical support to end-users, handling incidents
and service requests with a strong focus on SLA adherence and customer satisfaction. The role requires
proven experience in IT Service Desk operations, ITSM tools, and troubleshooting across enterprise IT
environments.Key Responsibilities:

Act as the first point of contact for IT issues and service requests via phone, email, chat, or ITSM

tools. * Manage, triage, and resolve incidents while ensuring compliance with SLAs and ITIL processes.

Provide troubleshooting and support for:

1. Office 365 (O365): Outlook, Teams, OneDrive, SharePoint, license assignments.
2. Active Directory (AD): User provisioning, password resets, group/permission
management.
3. Intune & SCCM: Device enrollment, patch/software deployment, policy checks.
4. Windows OS & Hardware: Desktop/laptop troubleshooting, printers, and connectivity.
5. Basic Server Knowledge: Awareness of server environments to identify/escalate issues. * Operate ITSM tools such as ServiceNow (SNOW), HP Service Manager (HPSM) forincident/request/change management. * Contribute to knowledge base articles and process documentation.

Escalate unresolved or critical issues to L2/L3 with detailed notes for faster resolution.
Ensure proactive communication with end-users and take ownership of tickets until closure.

Your ProfileRequired Skills & Qualifications:

Education: Bachelor's degree in IT, Computer Science, or a related field.
Experience: 3-5 years in IT Service Desk / L1 Technical Support.
Strong hands-on experience with ITSM tools (ServiceNow, HPSM, or similar).
Basic understanding of SLAs and service delivery KPIs.
Excellent communication skills (verbal & written) with customer service mindset.
Ability to take ownership, work under pressure, and manage multiple tasks in shift-based

schedules.
Required Certifications :

ITIL Foundation Certification
Microsoft Certifications (e.g., MS-900, MD-100, MD-101, AZ-104 basics)
Other relevant IT support/Service Desk certifications

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 20,000 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.Additional informationIf you have any questions, please contact our recruiter Kalyani Deshmukh.

Beiersdorf

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