Service Desk Agent

Hyderabad, India

Are you someone who thrives on solving problems, loves helping people, and gets genuine satisfaction from making someone's day easier If you're energised by fast-paced environments, enjoy being the go-to person, and take pride in delivering outstanding service - we'd love to hear from you. Join ContactOne at Swiss Re and be the human connection behind a world-class service experience.

As a Service Desk Agent within ContactOne, you'll be the first point of contact for Swiss Re employees and clients across the globe - handling inquiries through phone, email, chat, and self-service portal. This isn't just a support role it's a critical function that keeps Swiss Re running smoothly. You'll resolve issues at first contact wherever possible, triage complex queries to the right expert teams, and consistently deliver service that reflects Swiss Re's standards of excellence. Every interaction is an opportunity to make a real difference.

• Be the first point of contact - provide professional, solution-focused support across all ContactOne service channels including phone, email, chat, and self-service portal

• Resolve at first contact - use defined procedures and knowledge base articles to address inquiries efficiently, minimising the need for escalation

• Deliver a consistently high-quality customer experience across every interaction and service channel, reflecting Swiss Re's commitment to excellence

• Accurately log and manage tickets in the ServiceNow ticketing tool, maintaining comprehensive work notes and clear communication for every case

• Triage and assign tickets swiftly and accurately to the correct expert owner group, ensuring no inquiry falls through the cracks

• Adhere strictly to ticketing processes and procedures, upholding the integrity and efficiency of Service Desk operations

• Support SLA and OLA compliance by coordinating with multiple support groups to consistently meet agreed service level targets

• Identify and raise improvement opportunities relating to customer service, processes, and tools - contributing to the continuous evolution of ContactOne

• Participate in the rollout of new services and releases, ensuring ContactOne remains ready and aligned with organisational change

• Mentor and support colleagues by sharing knowledge and expertise openly, fostering a high-performing and inclusive team culture

• Protect confidential, personal, and sensitive data in strict accordance with Swiss Re's policies and procedures

• Maintain availability across operational hours, including public holidays and weekends, to support seamless 24/7 Service Desk operations

• Engage in continuous learning and development, staying current with all knowledge required to deliver exceptional support

ContactOne is part of the Customer Service unit within Swiss Re's Group Digital Transformation department - and it's the one place Swiss Re employees and clients go to get what they need, quickly and easily. From Information Technology and Human Resources to Corporate Real Estate, Legal & Compliance, Communications, and Global Business Services, ContactOne acts as a single, seamless point of contact across the Group.

Powered by AI and digital self-service, our team is passionate, hardworking, and constantly evolving. We're proud of our agile ways of working, our commitment to nurturing talent, and our drive to continuously improve the services we deliver. When you join ContactOne, you join a team that genuinely cares - about our customers, about each other, and about doing great work.

You're a natural communicator who puts the customer at the centre of everything you do. With 2 to 4 years of experience under your belt, you bring a calm, solution-focused approach to every interaction - even the tricky ones. You're self-motivated, adaptable, and thrive in a collaborative team environment where no two days are the same. You take confidentiality seriously, learn quickly, and are always looking for ways to improve both yourself and the services around you.

We are looking for candidates who meet these requirements:

• ServiceNow proficiency - hands-on experience using ServiceNow or a comparable ITSM ticketing tool for logging, managing, and resolving service requests

• Service Desk or Customer Support experience - 2 to 4 years of proven experience in an IT Service Desk, HR Service Desk, Contact Centre, or similar customer-facing support environment

• Strong English communication skills - fluent in both spoken and written English, with the ability to communicate clearly, professionally, and empathetically across all channels

These are additional nice to haves:

• IT environment familiarity - experience working in or alongside IT teams, with an understanding of IT infrastructure, systems, or processes

• Multilingual capability - proficiency in German is a strong asset knowledge of Japanese, Portuguese, or other languages is a welcome advantage

• Knowledge of ITIL or Service Management frameworks - understanding of SLAs, OLAs, and service management best practices

• Conflict resolution and negotiation skills - ability to de-escalate challenging customer interactions with composure and professionalism

• Agile mindset - openness to working in an agile environment, embracing change, and contributing to continuous improvement initiatives

• Familiarity with internal enterprise tools and applications - prior exposure to corporate systems and workflows is a plus

Our company has a hybrid work model where the expectation is that you will be in the office at least three days per week.