Service Desk Subject Matter Expert (Workspace)

About the role

Join BASF Digital Hub Hyderabad as a Service Desk Subject Matter Expert for the Workspace domain. You will lead the operational excellence of the Service Desk, ensuring high‑quality support and continuous improvement across global IT services.

Key responsibilities

• Steer and manage Service Desk providers from functional and operational perspectives.
• Coordinate escalations between providers and internal stakeholders.
• Support root‑cause analysis and sustainable issue resolution.
• Collaborate with Complaint Stewards to resolve service complaints promptly.
• Establish and enhance knowledge‑management practices and ensure high‑quality documentation.
• Drive service quality through governance and quality‑assurance measures.
• Identify and implement improvements to global Service Desk processes.
• Prepare ad‑hoc analyses and reports for operational decisions.
• Lead integration of new products and services into the Service Desk and manage decommissioning of retired services.
• Contribute to global IT initiatives and Service Desk sub‑projects.

Required profile

• University degree in Business Informatics, Business Administration with IT focus, or comparable qualification.
• Minimum 3 years of experience in a global IT Service Desk or ITSM environment.
• Strong knowledge of ITSM frameworks (ITIL v4 or higher).

Required skills

• ITIL v4
• ServiceNow
• ITSM frameworks