Service Desk Senior Agent

M&G plc

Not specified
Incident logging and tracking
Live-chat support provision
Service level agreement compliance
M&G plc is seeking a Service Desk Senior Agent to provide first-line support and manage incident resolution within their Global Services division. The role involves assisting users with service requests, monitoring service performance, and contributing to knowledge management as part of a diverse and inclusive company culture

Job Summary

  • The role involves providing initial assistance and resolution for incidents while guiding other Service Desk Agents.
  • Candidates will handle live-chat support, generate tickets from interactions, and ensure timely escalation of unresolved issues.
  • M&G Global Services offers a diverse workforce with an inclusive culture that values telling it like it is and owning it now.

Matching Summary

Match Score: 75

M&G plc is seeking a Service Desk Senior Agent to provide first-line support and manage incident resolution within their Global Services division. The role involves assisting users with service requests, monitoring service performance, and contributing to knowledge management as part of a diverse and inclusive company culture.

Skills & Requirements

Must-have

  • Incident logging and tracking
  • Live-chat support provision
  • Service Level Agreement compliance
  • Knowledge base article creation
  • Self-service portal assistance

Nice-to-have

  • Experience with hyper-care projects
  • Ability to escalate effectively
  • Strong communication skills
  • Team collaboration mindset
  • Proactive problem solving

Key Requirements

  • Senior Agent level experience
  • Shift Lead backup capability
  • Compliance audit participation

Work Rights

Not specified

Tailored Resume

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