Service Desk Subject Matter Expert – Workspace

About the role

We are looking for a Service Desk Subject Matter Expert focused on Workspace services to lead operational excellence and drive continuous improvement across our global ITSM environment. The role will be based in Hyderabad and will work closely with internal stakeholders and external service providers.

Key responsibilities

• Steer and manage Service Desk providers from functional and operational perspectives.
• Coordinate escalations, support root‑cause analysis and ensure sustainable issue resolution.
• Establish and enhance knowledge management practices and maintain high‑quality documentation.
• Drive service quality through governance, quality assurance and structured reporting.
• Identify and implement improvements to global Service Desk processes and delivery models.
• Support integration of new products and decommissioning of retired services.

Required profile

• University degree in Business Informatics, Business Administration with IT focus or comparable qualification.
• Minimum 3 years experience in a global IT Service Desk or ITSM environment.
• Proven ability to work independently in a dynamic, global setting with strong stakeholder management.
• Excellent communication skills in English, both spoken and written.

Required skills

• ITIL v4 (or higher) framework knowledge.
• ServiceNow platform expertise.
• Workplace, Mobile and Printing support experience.
• Understanding of Cyber Security concepts and tools.
• Basic infrastructure and network knowledge.