Senior Analyst - Service Desk Agent

M&G plc

Pune, India
**
Familiarity with itil framework
Experience in service desk role
Understanding of servicenow tooling
** M&G plc is seeking a Senior Analyst - Service Desk Agent in Pune, India, responsible for providing first-line IT support to users across various services. The ideal candidate will have experience in IT service management and familiarity with the ITIL framework, ensuring timely resolution of incidents and contributing to continuous service improvement. **

Job Summary

  • The Service Desk Agent provides first-line support for incidents and service requests across all M&G services and locations.
  • This role is integral to the India-based team, ensuring high-quality service delivery aligned with industry standards and service levels.
  • The position requires contributing to knowledge management by creating articles and maintaining controls to reduce operational risk.

Matching Summary

Match Score: 75

** M&G plc is seeking a Senior Analyst - Service Desk Agent in Pune, India, responsible for providing first-line IT support to users across various services. The ideal candidate will have experience in IT service management and familiarity with the ITIL framework, ensuring timely resolution of incidents and contributing to continuous service improvement. **

Skills & Requirements

Must-have

  • Familiarity with ITIL framework
  • Experience in service desk role
  • Understanding of ServiceNow tooling
  • Incident and problem management processes
  • Strong written and verbal communication skills

Nice-to-have

  • Proactive and forward thinking mindset
  • Ability to embrace change
  • Collaborative teamwork across organization
  • Analytical problem-solving abilities
  • Experience in multi-source partner environment

Key Requirements

  • ITIL V3 or V4 Foundation certification required
  • Prior experience in IT support or service desk
  • Knowledge of ITSM processes and tools

Work Rights

Not specified

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