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 excellent 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

Steer and manage Service Desk providers from a functional and operational perspective
Manage and coordinate escalations across Service Desk providers and internal stakeholders
Support Service Desk providers in root cause analysis and sustainable issue resolution
Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints

Knowledge & Quality Management

Establish and continuously enhance knowledge management practices across the Service Desk




Ensure high-quality documentation and effective knowledge transfer
Drive consistent service quality through structured governance and quality assurance measures

Continuous Improvement & Reporting

Identify and implement improvements to global Service Desk processes and service delivery models
Drive standardization and efficiency in a global ITSM environment
Prepare ad-hoc analyses and reports to support operational and management decisions

Service Integration & Transition

Drive the successful integration of new and modified products and services into global Service Desk delivery
Ensure structured decommissioning of retired services from Service Desk operations
Contribute to global IT initiatives and Service Desk related sub-projects

Qualifications :

Professional Experience

University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification
Minimum of 3 years of experienc

📌 Service Desk Subject Matter Expert Workspace (Hyderabad)
🏢 Basf
📍 Hyderabad