Service Desk Senior Agent

M&G Global Services Private Limited

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Incident logging and resolution
Service level agreement compliance
Live chat support experience
** M&G Global Services Private Limited is seeking a Service Desk Senior Agent to provide first-line support, manage incidents, and ensure compliance with service level agreements. The role offers opportunities for career growth within a diverse and inclusive work environment that values integrity and collaboration. **

Job Summary

  • The role involves providing initial assistance and resolution for incidents and service requests while guiding other Service Desk Agents.
  • Candidates will handle live-chat support, generate tickets based on interactions, and ensure timely communication during the escalation process.
  • M&G Global Services offers an inclusive culture with diverse workforce opportunities across Asset Management and Life segments.

Matching Summary

Match Score: 75

** M&G Global Services Private Limited is seeking a Service Desk Senior Agent to provide first-line support, manage incidents, and ensure compliance with service level agreements. The role offers opportunities for career growth within a diverse and inclusive work environment that values integrity and collaboration. **

Skills & Requirements

Must-have

  • Incident logging and resolution
  • Service Level Agreement compliance
  • Live chat support experience
  • Knowledge base article creation
  • Ticket escalation processes

Nice-to-have

  • Hypercare project triage experience
  • Self-service portal assistance
  • Team collaboration skills
  • Backlog reduction strategies
  • Service continuity planning

Key Requirements

  • Experience in first-line IT support
  • Ability to meet resolution targets
  • Knowledge of Customer Call Management Systems

Work Rights

Not specified

Tailored Resume

Cover Letter