Service Desk Senior Agent job opportunity at M&G Global Services Private Limited.

Home Jobs In India Tag: Job Service Desk Senior Agent position at M&G Global Services Private Limited


DatePosted 28 Days Ago bot
M&G Global Services Private Limited Service Desk Senior Agent
Experience: Highly Experienced
Pattern: full-time
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loacation Pune, India
loacation Pune....India

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.  Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G’s ambition to be the best loved and most successful savings and investments company in the world. Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. First-Line Support : Provide initial assistance and resolution for incidents and service requests. Log all incidents reported by users in the Customer Call Management System and meet the first line support resolution targets. Guide the Service Desk Agents wherever they need help Incident Management : Handle call logging, tracking, and monitoring processes. Ensure incidents are passed to the appropriate resolver group with minimal delay.  Chat Support : Provide live-chat support for all business units. Generate and close tickets based on chat interactions.  Escalation Process : Follow the escalation process for unresolved incidents, ensuring timely communication with the Service Desk Manager and relevant teams.  Hypercare Support : Perform initial triage for issues related to hyper-care support projects, escalating to L2 support if necessary.  Knowledge Management : Contribute to the knowledge database by creating and managing knowledge articles within the Customer’s Service Desk Management Tools.  Self-Service Support : Assist users in logging service requests or reporting issues through the self-service portal. Route tickets to the relevant support team if unable to resolve the issue.  Reporting : Track and report any backlog of unresolved incidents or requests, including an action plan and timeline to reduce backlog.  Service Level Management: Assist the Service Desk Shift Lead in ensuring compliance with SLAs and industry standards. Monitor and report on service desk performance, identifying areas for improvement and implementing corrective actions. Service Continuity: Contribute to a Service Continuity Plan, ensuring the Service Desk can continue to operate without disrupting production services. Support compliance audits and maintain a secure asset handling lifecycle process for call recordings. Work as the 2nd in line to the Service Desk Shift Lead We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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