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

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 experience in a global IT Service Desk or ITSM environment

Technical & Functional Expertise

• Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow

• Advanced knowledge and several years of support experience in the area of Workplace, Mobile and Printing

• Solid understanding of Cyber Security concepts, principles and tools

• Basic knowledge of infrastructure and network

Personal Competencies

• Strong analytical and problem-solving skills with a structured working approach

• Proven ability to operate independently in a dynamic and global environment

• Excellent stakeholder management, communication, and presentation skills

• High level of ownership, reliability, and adherence to timelines

• Strong organizational and prioritization skills

• Resilience and ability to perform under pressure

• Agile mindset and experience working in agile delivery models

• Excellent communication skills in English, spoken and written