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IT Service Delivery Officer

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Job Details

Contract Type:
Unlimited / Full-Time
Country / City:
India / Mumbai
Company:
Beiersdorf India Service Private Limited
Job Function:
IT

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 / Bachelor’s / Master’s in IT, Computer Science, or a related field.
  • Experience of 3–5 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
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YOUR BENEFITS

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    Buddy and Mentoring
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    International Work Environment
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    Flexible Working Hours
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    Attractive Salary
    Simple blue icon of two people giving a high-five, representing teamwork, success, or celebration.
    Buddy and Mentoring
    Simple blue icon of a globe with a location pin, representing global presence or international locations.
    International Work Environment
    Simple blue icon of a person wearing a headset working at a computer inside a house shape, representing remote customer support or home office work.
    Flexible Working Hours
    Simple blue icon of a hand holding a money bag with a currency symbol, representing financial support, funding, or value.
    Attractive Salary
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      Get to know: Elika

      My journey at Beiersdorf IT began in 2015, marked by constant learning and growth. From the start, I was part of an international team that exposed me to diverse perspectives and the power of working across cultures. Over the years, I worked closely with teams that shared a passion for innovation and consumer centric solutions. Each project brought new challenges and opportunities to bridge the gap between technology and the needs of our iconic brands.

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      At Beiersdorf we embrace Diversity and Inclusion and are committed to providing equal opportunities to all of our applicants – regardless of race, gender, age, religion and beliefs, sexual orientation and gender identity, disability, cultural, ethnic or national origins. We encourage candidates of all abilities to apply and are ready to provide reasonable accommodations to ensure a fair and equitable recruitment process. In order to avoid bias in the selection process, we encourage you to upload your CV without a picture.

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