Job Details
- Contract Type:
- Unlimited / Full-Time
- Country / City:
- India / Mumbai
- Company:
- Beiersdorf India Service Private Limited
- Job Function:
- IT
Your Tasks
The 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) for
incident/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 Profile
Required 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
Additional information
If you have any questions, please contact our recruiter Kalyani Deshmukh.
