Service Desk Shift Lead

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.

Team Management:
Lead the Service Desk Agents , providing guidance, support, and performance feedback. Ensure the team is adequately trained and equipped to handle incidents and service requests.
Service Desk Operations:
Oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests. Monitor call logging, tracking, and monitoring processes.
Escalation Management:
Handle escalations for unresolved incidents, ensuring timely communication with relevant teams and stakeholders. Follow the escalation process and ensure incidents are passed to the appropriate resolver group with minimal delay.
Service Level Management:
Ensure compliance with SLAs and industry standards. Monitor and report on service desk performance, identifying areas for improvement and implementing corrective actions.
Continuous Service Improvement:
Promote a culture of continuous service improvement through actionable insights and business-focused improvements. Contribute to the knowledge database by creating and managing knowledge articles within the Customer's Service Desk Management Tools.
Stakeholder Management:
Build and maintain strong relationships with stakeholders, ensuring effective communication and collaboration. Provide regular updates on service desk performance and key metrics.
Reporting:
Track and report any backlog of unresolved incidents or requests, including an action plan and timeline to reduce backlog. Provide effective reporting on technology performance to drive action.
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.

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.