Service Desk Agent

Service Desk AgentHyderabad

About the role

As a Service Desk Agent within ContactOne, you will be the first point of contact and support for a wide range of customer inquiries submitted through multiple service channels—phone, email, self-service portal, and chat. Your primary mission will be to resolve inquiries at first contact whenever possible or efficiently transfer the ticket to the appropriate support group, ensuring both responsiveness and satisfaction.

This role demands a strong customer orientation, a commitment to operational excellence, and the ability to adapt to a dynamic and ever-changing environment. Success is measured by your capacity to provide professional, solution-focused support, your adherence to process, and your contribution to a collaborative and inclusive team culture.

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.

About the team

Customer Service is a unit in the Group Digital Transformation department of Swiss Re which provides outstanding and efficient customer care services through multiple channels and acts as a single point of contact for customers. Boosted by AI and digital self-service, we are a hardworking and passionate team which continuously works on improving our agile practices and fostering talent in an agile digital world.

ContactOne is the one place to go for Swiss Re employees and Swiss Re clients which makes it quick and easy to get what they need from the Group (this includes client-facing solutions and services from Information Technology, Corporate Real Estate and Services, Human Resources, Communications, Global Business Services, Legal & Compliance).

About You

You have proven work experience in a support desk or customer service environment—this may include IT Service Desk, HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Centre, or Contact Centre roles.

Experience in an IT environment and / or on an IT Service Desk is particularly advantageous.

Familiarity with internal applications, tools, and processes is a plus.

Fluent in English, both spoken and written; proficiency in German is a strong asset. Knowledge of Japanese, Portuguese or other additional languages is an advantage.

You possess a customer-focused attitude, excellent relationship-building skills, and the ability to communicate with clarity and empathy, even in challenging situations.

You demonstrate an understanding of the importance of confidentiality and professionalism in handling sensitive information.

You are self-directed, motivated, and display a flexible, responsive approach to shifting priorities and pressure.

You have strong interpersonal skills, a can-do attitude, and a collaborative, team-oriented mindset.

You excel at negotiating and resolving conflicts during difficult customer interactions.

Your communication skills are strong, enabling effective interaction at all organisational levels.

You are committed to ongoing development, open-minded, and quick to learn new systems and processes.

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. We cover both Property & Casualty and Life & Health. 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.

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