Location: Hyderabad, TG, IN

Service Desk Agent I

Hyderabad, India

Are you someone who thrives on helping people, solving problems at speed, and making every interaction count? If you bring energy, empathy, and a passion for exceptional service to everything you do — this could be your next great move. Join Swiss Re's ContactOne team in Hyderabad and become the voice and heartbeat of a world-class service experience.

About the Role

As a Service Desk Agent I within ContactOne, you will be the first point of contact for Swiss Re employees and clients across a wide range of inquiries — delivered through phone, email, self-service portal, and chat. Your mission? Resolve issues at first contact wherever possible, and when escalation is needed, ensure every handoff is seamless, accurate, and swift.

This is a role for someone who takes pride in service excellence, thrives in a fast-paced environment, and understands that every interaction is an opportunity to make a real difference. You'll be part of a passionate, agile team that is continuously evolving — powered by AI, digital tools, and a genuine commitment to improvement.

About the Team

ContactOne is part of the Customer Service unit within Swiss Re's Group Digital Transformation department — and it's the one place to go for Swiss Re employees and clients to quickly and easily get what they need from the Group. Our scope spans services from Information Technology, Corporate Real Estate and Services, Human Resources, Communications, Global Business Services, and Legal & Compliance.

We are a hardworking, passionate, and inclusive team, boosted by AI and digital self-service innovation, continuously refining our agile practices and nurturing talent in a rapidly evolving digital landscape. We don't just answer queries — we deliver outstanding, efficient customer care that reflects Swiss Re's commitment to excellence. Whether you're supporting an internal colleague or an external client, ContactOne is where meaningful service happens.

About the Role — Key Responsibilities

• Be the first point of contact for all inquiries submitted through ContactOne channels (phone, email, self-service portal, chat), ensuring every interaction reflects Swiss Re's standards of professionalism and care.

• Resolve inquiries at first contact wherever possible, leveraging defined procedures and knowledge base articles to minimise escalation and maximise satisfaction.

• Deliver consistently high-quality customer experiences across all service channels, demonstrating empathy, clarity, and solution-focused communication at every touchpoint.

• Accurately log and document all inquiries in the ServiceNow ticketing tool, maintaining comprehensive work notes and clear communication trails for every ticket.

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

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

• Identify and raise improvement opportunities related to customer service, processes, and tools — actively contributing to the continuous evolution of ContactOne's capabilities.

• Maintain availability across all operational hours, including public holidays and weekends, meeting performance expectations to support seamless Service Desk operations.

• Support Service Management processes by 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 alignment with organisational change.

• Mentor and support colleagues by sharing expertise and knowledge openly, fostering a high-performing, collaborative team environment.

• Engage in ongoing training and development, staying current with all knowledge required to deliver exceptional support and adapting to changes impacting ContactOne services.

• Safeguard confidential, personal, and sensitive data, adhering strictly to Swiss Re's data protection policies and procedures.

About You

You are a service-oriented professional who brings genuine enthusiasm for helping others, a calm and structured approach to problem-solving, and the interpersonal skills to navigate even the most challenging customer interactions with confidence and care. You understand that great service isn't just about fixing problems — it's about making people feel heard, supported, and valued.

We are looking for candidates who meet these requirements:

• Proven experience in a service desk or customer support environment — this includes IT Service Desk, HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Centre, or Contact Centre roles.

• Strong working knowledge of ticketing systems, particularly ServiceNow, with demonstrated ability to accurately log, triage, and manage tickets in line with defined processes.

• Fluency in English (spoken and written) at a professional level, with the ability to communicate clearly, empathetically, and effectively across all organisational levels.

These are additional nice to haves:

• Experience in an IT environment or IT Service Desk — particularly advantageous for understanding the technical landscape of inquiries.

• Proficiency in German — a strong asset given Swiss Re's global footprint; knowledge of Japanese, Portuguese, or other languages is an additional advantage.

• Familiarity with internal enterprise applications, tools, and processes within a large, multinational organisation.

• A customer-focused mindset with excellent relationship-building skills and the ability to communicate with clarity and empathy, even under pressure.

• Self-directed and adaptable — you manage shifting priorities with a flexible, responsive approach and maintain composure in high-pressure situations.

• Strong interpersonal and conflict resolution skills, with a collaborative, team-oriented attitude and a genuine can-do spirit.

• A commitment to continuous learning and development, with an open mind and the agility to quickly absorb new systems, processes, and service changes.

• A solid understanding of the importance of confidentiality and professionalism when handling sensitive information.