IT service delivery officer

KEY RESPONSIBILITIES:

Service Desk

Perform single point of contact for business into IT for all kind of issues, request and

enhancements. Attain ownership to every item and hold the business informed for entire live time

of incident or request. This involves providing information about outages or known errors to users

and management.

Provide first level support for infrastructure and application issues during agreed business hours.

Record all incidents in English with BSS standard problem management tool.

Deliver input to set up of Interfaces with second level support groups to hand over incidents when

they could not be resolved by service desk.

Desktop Services

Execute Hardware Problem Management for all kind of second and third level hardware support in

case of incidents and problems.

Perform Software distribution for all BSS packages ready for the area.

Perform Printer Server support and Print Queue Operating.

Perform Printer Management which oversees proactive service to all Standard network printers

and keep the installed landscape up to date.

Perform provision of hardware and services in all kind of installation, move, add and changes. This

includes management of HW stock to guarantee delivery within SLA targets as well as

decommissioning of HW.

Attend Service Delivery projects with more than 2 days effort.

Asset Data Operating

Execute asset receipt for IT equipment by checking quantity and correctness of corresponding data

like user and location.

Perform control and maintenance of asset data and the provision of released standard asset

reports to support IT-services and to inform the customers.

Knowledge Management

Create documentation of every solution that is unique in the Service Delivery share point to be

looked up for further incidents as well as deputy purposes.

User Admin

Perform user administration service for all kind of creating, changing and deleting user accounts

and providing access for all infrastructure related access to local systems like Server, Mail, etc.

Software Product Management

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Perform second level PC Software support for ready to use (black box) software with help of

external provider.

Request Management

Receive change request to service, IMAC or new requirements in infrastructure or applications will

be received to serve change management processes. Service Delivery will be the only interface to

the business for IT-Operation requests.

Service Delivery Tasks

Support Service Delivery implementation projects and others on demand.

Provide deputy service within local team as well as other Service Delivery countries of MU on

request.

Provides support for all tools used in his/her area.

JOB REQUIREMENTS

Minimum 3 years of IT experience especially in service delivery organizations.

High service oriented mindset and able to get into customers view. Competence to break barriers

and de-escalate in critical situations; bring parties together and drive for success.

Up-to-date knowledge of IT infrastructure and software systems.

Good knowledge of Microsoft Operating Systems, Server and PC Desktop Infrastructure.

Experience in project management.

Good self-organization and operational effectiveness.

Confidence and commitment to succeed.

Good communication skills. Fluent in spoken and written English.

Flexible in operation times and ability to work in an international team.

Willingness to travel abroad to Beiersdorf affiliates worldwide.