Service Desk Agent
Are you someone who thrives on solving problems, loves helping people, and gets genuine satisfaction from making someone's day easier If you're energised by fast-paced environments, enjoy being the go-to person, and take pride in delivering outstanding service — we'd love to hear from you. Join ContactOne at Swiss Re and be the human connection behind a world-class service experience.
As a Service Desk Agent within ContactOne, you'll be the first point of contact for Swiss Re employees and clients across the globe — handling inquiries through phone, email, chat, and self-service portal. This isn't just a support role; it's a critical function that keeps Swiss Re running smoothly. You'll resolve issues at first contact wherever possible, triage complex queries to the right expert teams, and consistently deliver service that reflects Swiss Re's standards of excellence. Be the first point of contact — provide skilled, solution-focused support across all ContactOne service channels including phone, email, chat, and self-service portal
Deliver a consistently high-quality customer experience across every interaction and service channel, reflecting Swiss Re's commitment to excellence
Accurately log and manage tickets in the ServiceNow ticketing tool, maintaining comprehensive work notes and transparent communication for every case
Adhere strictly to ticketing processes and procedures, upholding the integrity and efficiency of Service Desk operations
Support SLA and OLA compliance by coordinating with multiple support groups to consistently meet agreed service level targets
Identify and raise improvement opportunities relating to customer service, processes, and tools — contributing to the continuous evolution of ContactOne
Participate in the rollout of new services and releases, ensuring ContactOne remains ready and aligned with organisational change
Mentor and support colleagues by sharing knowledge and expertise openly,



fostering a high-performing and inclusive team culture
Protect confidential, personal, and sensitive data in strict accordance with Swiss Re's policies and procedures
Maintain availability across operational hours, including public holidays and weekends, to support seamless 24/7 Service Desk operations
Engage in continuous learning and development, staying current with all knowledge required to deliver exceptional support
ContactOne is part of the Customer Service unit within Swiss Re's Group Digital Transformation department — and it's the one place Swiss Re employees and clients go to get what they need, quickly and easily. From Information Technology and Human Resources to Corporate Real Estate, Legal & Compliance, Communications, and Global Business Services, ContactOne acts as a single, seamless point of contact across the Group.
Powered by AI and digital self-service, our team is passionate, hardworking, and constantly evolving. We're proud of our agile ways of working, our commitment to nurturing talent, and our drive to continuously improve the services we deliver. With 2 to 4 years of experience under your belt, you bring a calm, solution-focused approach to every interaction — even the tricky ones. You take confidentiality seriously, learn quickly, and are always looking for ways to improve both yourself and the services around you.
ServiceNow proficiency — hands-on experience using ServiceNow or a comparable ITSM ticketing tool for logging, managing, and resolving service requests
Service Desk or Customer Support experience — 2 to 4 years of proven experience in an IT Service Desk, HR Service Desk, Contact Centre,



or similar customer-facing support environment
Strong English communication skills — fluent in both spoken and written English, with the ability to communicate clearly, professionally, and empathetically across all channels
IT environment familiarity — experience working in or alongside IT teams, with an understanding of IT infrastructure, systems, or processes
Multilingual capability — proficiency in German is a strong asset; knowledge of Japanese, Portuguese, or other languages is a welcome advantage
Knowledge of ITIL or Service Management frameworks — understanding of SLAs, OLAs, and service management best practices
Agile mindset — openness to working in an agile setting, embracing change, and contributing to continuous improvement initiatives
Our company has a hybrid work model where the expectation is that you will be in the office at least three days per week.
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 recent opportunities and solutions for our clients. 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.
We may use AI-powered tools to support the review and evaluation of applications for this position. To learn more about how we use AI in recruitment and how we handle your personal data, please review our Data Privacy Statement before applying.

📌 Service Desk Analyst - Insurance - Hybrid (Secunderabad)
🏢 Swiss Re
📍 Secunderabad