At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create recent 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 qualific
📌 Service Desk Subject Matter Expert Workspace (India)
🏢 jobs at BASF
📍 India
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