Senior Analyst - Service Desk Agent

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.

The Service Desk Agent is responsible for providing first-line support to users across all services and locations. This role involves handling calls, chats, emails, and self-service requests, ensuring timely resolution of incidents and service requests. The Service Desk Agent will work closely with the Service Desk Team located in Pune, supporting the delivery of high-quality service desk services in accordance with Good Industry Practice and relevant Service Levels.

As the business continues to develop, the Service Desk Agent will be an integral part of the team in India.

Stability & reliability in our Technology services supported by mature processes and clearly outlined compliance & governance frameworks will lead to reinforced business trust and establish Technology Service & Integration Management as the heartbeat of Technology Service Provision, delivering End to End Service Management & Support and maintaining a SIAM (Service Integration & Management) multiple supplier model.  

The Service Desk Agent  will play a role in the delivery of (but would contribute to all Service disciplines):

• Service Operations: Incident Management, Major Incident Management, Service Request Management, Problem Management & Service Desk
• Continuous Service Improvement

The role holder will be expected to be proactive, forward thinking working in an influential and collaborative manner right across the M&G organisation.

Purpose statements:  

• To contribute to the delivery and improvement of a consistent ITSM policy, process and procedures that harmonise IT Service & Integration Management across M&G and promote value to the business.
• To contribute to and ensure compliance to the operating “rules of the road” for these policies, processes and procedures and provide effective reporting on tech performance that can be used to create insight and drive action.
• To play an integral part in the skilled India based team and IT partners/suppliers that will drive delivery at pace, deliver consistent high quality reliable services and provide appropriate mechanism for capturing and managing IT issues arising across the M&G organisation, providing oversight, challenge, reporting and escalation.

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls to support improvement of the overall control environment, customers outcomes and a reduction in Technology operational risk.

Accountabilities/Responsibilities

• 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 targerts.
• 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.
• Quarantine Email Release: Manage tasks related to the release of quarantine emails, following provided guidelines.
• Hypercare Support: Perform initial triage for issues related to hypercare 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.

Key Stakeholder Management

Internal

External

All M&G Plc  Business Areas

M&G Plc Support Groups

Knowledge and Experience Statements

• Familiarity with ITIL framework and associated industry standards for ITSM.
• Experience in a service desk or IT support role, preferably in a multi-source partner environment.
• Understanding of ITSM tooling landscapes, particularly ServiceNow.
• Knowledge of incident management, service request management, and problem management processes.

Personal Attributes and Skills

• Strong customer focus and efficiency.
• Excellent communication skills, both written and verbal.
• Analytical mindset with the ability to critically analyze and resolve issues.
• Ability to embrace change and encourage diverse perspectives.
• Highly organized with effective prioritization and planning skills.
• Strong teamwork skills and the ability to work collaboratively with colleagues and partners.

Qualifications

• ITIL V3 or V4 certification (minimum Foundation level).

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.