Service Desk Subject Matter Expert Workspace - (m/f/d)

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

- 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