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