Service Desk Engineer

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Who We Are At Kyndryl, 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.The Role As a System Administrator at Kyndryl, you'll solve complex problems and identify potential future issues across the spectrum of platforms and services. You'll be at the forefront of new technology and modernization, working with some of our biggest clients - which means some of the biggest in the world.There's never a typical day as a System Administrator at Kyndryl, because no two projects are alike. You'll be managing systems data for clients and providing day-to-day solutions and security compliance. You'll oversee a queue of assignments and work directly with technicians, prioritizing tickets to deliver the best solutions to our clients.One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You'll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes But you'll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career.Your future at Kyndryl Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.Who You Are You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.Required Technical and Professional Expertise: Possess a minimum of 3 years' experience serving as a Service Desk Shift Lead or Subject Matter Expert (SME).Demonstratedexpertisein managing service delivery teamscomprisingmore than 25 engineers.Experience with remote troubleshooting tools and remote desktop support.Providing support and Subject Matter Expertise asrequiredto agents supporting the account and third-party vendor.Handling escalation and outage issues associated with the Service Desk function.Monitoring and tracking open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels.Coordinating with other Resolver Groups to close the escalated cases at Service Desk.Notifying the Outages related to Infrastructure services to all Stakeholders.Working internally and with other vendors operational and technical staff, and with account, toidentifysolutions that minimize the need to call the Service desk.Update Common Knowledge Database with all account specific process related change management / updates.Understanding and Measurement of SD KPIs and SLAsAssistin scheduling and time management.Working with the account team or client focal to tune day-to-day procedures executed on behalf of the client to provide maximum operational efficiency and value to the customer.Should drive, initiative and commitment to achieve target.Should have an analytical bent of mind and have sequential thinking and effective planning.. Preferred Technical and Professional Experience Proficiencyin written and verbal communicationITIL V4 certification(Preferred)Familiarity with the SNOW tool and dashboardStrong knowledge of operating systems, networking protocols, enterprise hardware/softwareand O365 suites troubleshootingExcellent problem-solving and analytical skills.Effective oral and written communication skills.Ability to work independently and manage time efficientlyUnderstanding of Avaya & AWS cloud ConnectBeing You 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 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.What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employeelearning programsgive you access to the best learning in the industry to receive certifications,including Microsoft,Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.Get Referred If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.