Internal Service Desk Agent

ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).

Our team based in Bratislava, consists of 10+ agents and a Line Manager with additional teams based in Folkestone, Armonk and Hong Kong. Our Bratislava team is operating in EMEA shifts.

About the Role

Key responsibilities:
- Provide professional customer support as a 1st contact support for any inquiries received via the ContactOne channels
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
- Responsible for tickets triage to the appropriate expert owner group.
- Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
- Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
- Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
- Participate in implementation of new services and releases for the ContactOne Service Desk readiness
- Adherence to Swiss Re policy and procedures around confidential, personal and sensitive data.

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

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