Senior Service Desk Agent

Senior Service Desk Agent Hyderabad

About The Role

As a Senior Service Desk Agent, you will be the first point of contact for customers using the ContactOne service channels—including phone, email, self-service portal tickets, and chat. Your primary goal is to resolve inquiries at first contact or escalate them to the appropriate support team, following established ticket handling processes and procedures.

This role blends frontline support with operational oversight and leadership development. You will act as a bridge between agents and leadership, ensuring service continuity, managing escalations, and supporting team performance in a dynamic and evolving environment.

Key Responsibilities

• Provide professional customer support for all inquiries received via ContactOne channels, ensuring every interaction reflects Swiss Re’s standards of excellence.
• Resolve inquiries at first contact whenever possible, using defined procedures and knowledge base articles, reducing the need for escalation.
• Deliver exemplary customer handling and maintain a high-quality experience consistently across all service channels.
• Accurately log all inquiries in the Service Now ticketing tool, ensuring comprehensive work notes and clear communication are maintained for every ticket.
• Strict adherence to ticketing processes and procedures, upholding the integrity and efficiency of Service Desk operations.
• Responsibility for triage—assigning tickets to the correct expert owner group swiftly and accurately.
• Identify and raise areas for improvement concerning customer service, processes, and tools, contributing to the continuous evolution of ContactOne’s capabilities.
• Ensure availability across all operational hours (including public holidays and weekends), and meet performance expectations to support seamless Service Desk operations.
• Support adherence to all Service Management processes, coordinating with multiple support groups to consistently meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Participate in the implementation of new services and releases, ensuring ContactOne’s readiness and ongoing alignment with organisational change.
• Support and mentor colleagues by sharing expertise and knowledge openly, fostering a supportive and high-performing team environment.
• Engage in required training and development, keeping current with all knowledge necessary to provide exceptional support and adapting to any changes impacting ContactOne services.
• Safeguard confidential, personal, and sensitive data, adhering strictly to Swiss Re’s policies and procedures.
  
  

Operational Leadership

• Act as the primary point of contact during major incidents and outages, coordinating efforts between agents, Leads, and the IT Production Management team.
• Step in during leadership absences to manage queues, maintain service continuity, and support agents in real time.
• Monitor and report on Service Desk activity across all regions using OneNote and the Deputy Lead Dashboard.
• Adjust shift plans and reallocate resources to ensure adequate coverage during absences or workload spikes.
  
  

Communication & Coordination

• Prepare and distribute communications related to planned outages or weekend operations.
• Share timely updates on outages, skill changes, and availability via designated Teams channels.
• Bridge communication between agents, Leads, and other stakeholders to ensure alignment and responsiveness.
• Handle hierarchical and tool/process escalations, ensuring timely acknowledgment and resolution.
• Collaborate with Leads or other Deputy Leads to resolve complex issues.
• Track and resolve technical incidents affecting Service Desk operations, maintaining clear documentation of actions taken.
• Dynamically adjust agent skill assignments to meet KPI targets, especially during high-traffic or critical periods.
• Monitor performance and reassign skills if needed to maintain service quality and efficiency.
• Provide timely and supportive feedback to agents on case handling, involving the Leads when necessary for serious or repeated issues.
  
  

Skills & Attributes

• Strong customer orientation and commitment to delivering high-quality service.
• Ability to follow and adapt to processes in a dynamic and changing environment.
• Excellent communication and coordination skills across teams and stakeholders.
• Proactive problem-solving and escalation management.
• Leadership potential with a people-first approach to team support and development.
  
  

About The Team

Customer Service is a unit within the Group Digital Transformation department of SwissRe, delivering outstanding and efficient customer care services through multiple channels. Acting as a single point of contact for customers, the team is powered by AI and digital self-service tools. We are a hardworking and passionate group, continuously improving our agile practices and fostering talent in an agile digital world.

About You

• You bring a growth mindset to work, regularly asking for feedback and always keen to improve your skills and behaviours.
• University degree, ideally in Business Administration, Information Technology (or comparable education/degree).
• 5+ years working experience in a Customer Service organisation (Service Desk, Service Centre or similar), ideally in a global or multi-location environment.
• 3+ years management experience in leading a Service-delivery team with a focus on Customer Service.
• Experience in major incident management, leading task forces or crisis management is a plus.
• Management level experience with strong leadership skills: developing team members by encouraging and providing constructive feedback to improve their performance.
• Agile leadership skills, including catalyst leadership, mentoring and ideally experience with some agile methodologies.
• Team player with a growth mindset and the ability to collaborate successfully with customers, peers and key partners based on teamwork.
• Excellent command of English. Spanish and Portuguese are a plus.
  
  

Essentials

• Proven ability to handle sensitive customer inquiries professionally and confidentially.
• Strong command of English, with excellent communication skills across all levels.
• Willingness to work onsite at our Swiss Re office.
  
  

Nice to Have

• Ability to prioritise tasks and multitask effectively under pressure.
• Skilled in conflict resolution and capable of managing challenging customer interactions with empathy and composure.
• Previous experience in a Support Desk environment (e.g., IT, HR, Logistics, CRE, Contact Centre).
• Familiarity with internal applications, tools, and processes used in service desk operations.
  
  

We look forward to your application and cover letter that should answer the following three questions:

• Why do I want this job?
• What qualifies me for this job?
• Why am I the right candidate?
  
  

Why Join Swiss Re?

Swiss Re offers a truly inclusive culture, where diversity is celebrated and fresh thinking is encouraged. The company is committed to equal opportunity employment and values all individuals, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In this flexible, empowering environment, you will have the opportunity to develop your skills, advance your career, and make a meaningful impact on both Swiss Re and the world’s resilience.

Bring your authentic self to Swiss Re, and help shape the future of risk management.

About Swiss Re

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.

Keywords

Reference Code: 135812

---