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Armonk, NY, US


ContactOne Service Desk Agent 

About Swiss Re

The Swiss Re Group 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. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organized into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.


About you


As a ContactOne Service Desk Agent you will provide first point of contact and support for any customer inquiry received through the ContactOne service channels (e.g. phone, chat, email, self-service portal tickets). Focus is to resolve the customer inquiry at first contact or transfer the ticket to the appropriate support team using defined handling procedures.


Other responsibilities:


  • Provide professional customer support for any inquiries received via the ContactOne channels.
  • Resolve inquiries at first contact where possible.
  • 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 (will 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.
  • Undertake any training and development required for the role and stay current with any changes to knowledge required to provide excellence in support of our customers.
  • Adherence to Swiss Re policy and procedures around confidential, personal and sensitive data.



About the team


ContactOne is the All in One 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 Armonk, consists of multiple agents and a Line Manager with additional teams based in Bratislava, Folkestone, and Hong Kong.


About you


  • Work experience in a respective Support Desk environment (e.g. IT Service Desk, HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Center or Contact Centre).
  • An IT environment and/or IT Service Desk experience is a strong plus.
  • Experience with internal applications, tools and processes in their respective area is an advantage.
  • Excellent customer focused attitude, ability to build customer relationships and communicate effectively.
  • Understanding of confidential and professional handling of sensitive customer inquiries.
  • Strong interpersonal skills, can do attitude, self-directed and highly motivated
    flexible and responsive with the capability to prioritize tasks and work under pressure.
  • Open-minded, flexible and team-oriented personality.
  • Good communication skills with the ability to communicate at all levels, with attention to detail.
  • Excellent command of English, preferable with additional languages Degree preferred


Other activities/accountabilities

  • Perform other position related tasks as instructed by Manager or Supervisor.
  • Ensure availability and cover is given for all operational hours (can include public holidays and weekends) and coverage for roles in other teams and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
  • Any other ad hoc tasks as required from time to time.
  • Some travel to Swiss Re locations may be required.




The Company is an equal opportunity employer. It is the practice of the Company to recruit, hire and promote without regard to race, religion, color, national origin, sex, disability, age, pregnancy, sexual orientations, marital status, military status, or any other characteristic protected by law. Decisions on employment are solely based on an individual's qualifications for the position being filled.

During the recruitment process, reasonable accommodations for disabilities are available upon request. If contacted for an interview, please inform the Recruiter/HR Professional of the accommodation needed.


Keywords: IT, Service Desk Agent, help desk 
Reference Code: 82861 



Nearest Major Market: White Plains
Nearest Secondary Market: New York City

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