Service Desk Subject Matter Expert Workspace - (m/f/d)
BASF
Description
Job Description
Service Desk Subject Matter Expert Workspace - (m/f/d)
LOCATION
COMPANY
JOB FIELD
JOB TYPE
JOB ID
FLEXIBLE WORK OPTIONS
LOCATION
COMPANY
JOB FIELD
JOB TYPE
JOB ID
FLEXIBLE WORK OPTIONS
WELCOME TO BASF
At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create new exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and great people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities.
Responsibilities:
Operational Excellence & Provider Steering
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Steer and manage Service Desk providers from a functional and operational perspective
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Manage and coordinate escalations across Service Desk providers and internal stakeholders
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Support Service Desk providers in root cause analysis and sustainable issue resolution
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Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints
Knowledge & Quality Management
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Establish and continuously enhance knowledge management practices across the Service Desk
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Ensure high-quality documentation and effective knowledge transfer
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Drive consistent service quality through structured governance and quality assurance measures
Continuous Improvement & Reporting
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Identify and implement improvements to global Service Desk processes and service delivery models
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Drive standardization and efficiency in a global ITSM environment
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Prepare ad-hoc analyses and reports to support operational and management decisions
Service Integration & Transition
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Drive the successful integration of new and modified products and services into global Service Desk delivery
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Ensure structured decommissioning of retired services from Service Desk operations
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Contribute to global IT initiatives and Service Desk related sub-projects
Qualifications :
Professional Experience
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University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification
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Minimum of 3 years of experience in a global IT Service Desk or ITSM environment
Technical & Functional Expertise
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Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow
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Advanced knowledge and several years of support experience in the area of Workplace, Mobile and Printing
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Solid understanding of Cyber Security concepts, principles and tools
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Basic knowledge of infrastructure and network
Personal Competencies
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Strong analytical and problem-solving skills with a structured working approach
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Proven ability to operate independently in a dynamic and global environment
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Excellent stakeholder management, communication, and presentation skills
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High level of ownership, reliability, and adherence to timelines
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Strong organizational and prioritization skills
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Resilience and ability to perform under pressure
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Agile mindset and experience working in agile delivery models
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Excellent communication skills in English, spoken and written
WHAT WE OFFER
Be part of a global leader in digital transformation, working in a vibrant Digital Hub that values innovation, agility, and cross-functional collaboration. Shape the future of BASF's digital landscape, contributing to projects that drive sustainability and make a real impact. Thrive in a high-performance culture that supports your personal and professional growth, offering diverse learning opportunities and career development. Enjoy a modern, inclusive work environment where your ideas are valued, and your curiosity and ambition are encouraged. Benefit from flexible working models, international networking, and a strong sense of purpose as we enable our customers' green transformation and lead the way in digital excellence.
A unique total offer: you@BASF
At BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That's what we call you@BASF. Click here to learn more.
A unique total offer: you@BASF
At BASF you get more than just compensation. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That's what we call you@BASF. Click here to learn more.
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](https://www.basf.com/hk/en/careers/why-join-basf/what-you-will-get.html)
About BASF
Find out what BASF has to offer as an employer and why you should join our team.
Your application
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Contact us
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Please note that we do not return paper applications including folders. Please submit copies only and no original documents.
Hyderabad, IND
BASF Digital Solutions Private Limited
Digitalization
Permanent
142180
IT and Digitalization
India
Hybrid
About BASF
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