L1 Helpdesk Agent

2 weeks ago

Noida, Uttar Pradesh, India Kyndryl Solutions Private Limited Full time

Why Kyndryl
Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?


We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities.

We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term.

And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.


Your Role and Responsibilities

  • Perform initial problem determination (Level 1 support) with related hardware, software and services support.
  • Provide technical advice / guidance / trouble shooting / support to B2B end users within specified SLAs.
  • Handle service entitlement failures associated with requests for inscope services.
  • Assigning records to other support groups, as required.
  • Performing the role as the account's advocate when dealing with other support / resolver groups.
  • Initiating service outage procedures as required.
  • Action requests for password resets and manage the requests to satisfactory completion.
  • Log all interactions with accuracy via established business processes and tools.
  • Advise and guide the client regarding the use of a broad range of products, offerings, and services.
  • Following a standard call flow and problem handing process.
  • Identify, resolve, and close the issue or route the incident record to the appropriate level of support.
  • Use technical resources and tools to support the client by answering questions and responding to client requirements.
  • Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance.
  • Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction.
  • Understand, adapt, and contribute to the improvement of various SLA's, SLO's and KPI's in line with the customer expectations.
  • Manage and update inventory for software licences, hardware, and reporting.

Required Technical and Professional Expertise

  • Proficient to ensure customer issues are resolved in the most timely and effective manner possible Freshers are also considered.
  • Demonstrable ability to handle various tasks or projects with changing priorities.
  • Experience to utilize available time efficiently to achieve effective and efficient results Handson expertise to assemble a complete and accurate problem/symptom description of reported issues.
  • Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.

Preferred Technical and Professional Experience

  • Perform Remote Takeover.
  • Graduate in any discipline (including engineering graduates).
  • Minimum experience needed is 1 year in IT service desk Should possess excellent English communication skills.
  • Should possess basic IT skills/Troubleshooting skills (No relevant certification necessary).

Required Education
Bachelor's Degree


Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are.

We welcome people of all cultures, backgrounds, and experiences.

But we're not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice.

This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture.

That's the Kyndryl Way.

Other things to know

Primary Job Category
Technical Specialist

Role (Job Role)
Customer Service Representative

Employment Type
Full-Time

Contract Type
Regular

Position Type
Early Professional

Travel Required
No Travel

Company
(Y030) Kyndryl Solutions Private Limited

Is this role a commissionable / sales incentive based position
No

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