L1 Helpdesk Agent

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 Have you been wanting to get into IT but don t have tech experience this could be your gateway Do you love how it feels to help someone solve a problem Want a chance to see lots of career options up close before you choose your path forward Then there s a good chance you ll love being a Customer Service Representative at Kyndryl Being great in this job is less about your resume and more about your personality We are looking for friendly helpful and empathetic people who have an interest in technology but not necessarily tech experience As a Customer Service Representative you ll be the face and voice of Kyndryl helping customers solve their problems every day A L1 Helpdesk Agent combines the know-how of tech support with problem solving and customer service so bring your people skills and we ll teach you the rest It s a fun and fast-paced role where you ll start learning and contributing right away The first month you learn the ropes and get set up with one client on production Soon you ll be multi-tasking and providing interactive solutions chat email MS Teams while treating our customers to concierge-level care You will also work with back-office teams to handle escalations This is your chance to work alongside senior co-workers who will share their knowledge As you interact with many different people on a variety of problems you ll grow your experience skill and grasp of what other job roles do In addition there are plentiful opportunities to find and work with mentors You can become an expert with Microsoft 365 especially Excel and get trained on a variety of different platforms And you can earn certifications including Google Cloud Azure Microsoft etc In fact the learning opportunities are what most people like best about this role It s fun challenging and fast-paced - you definitely won t be bored Your future at Kyndryl This is a true start here go anywhere opportunity As you get a close-up look at a wide variety of Kyndryl job roles you can choose your career path Many have moved up to the 2nd or 3rd level escalation team Others go on to further education certifications and more senior or technical roles 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 Professional and Technical Expertise Minimum 1 5 to 2 years Service Desk experience Understanding and implementing ITIL best practices for IT service management Should have the overview knowledge of Azure Active Directory Managing user accounts and permissions in the identity and access management system Should have insight knowledge of working in Service Now tool and service now reporting Flexibility to modify approach and adapt to customer needs Experience modifying approaches and adapting to customer needs Experience in Service Desk role of Providing exceptional support and ensuring customer satisfaction Effectively communicating with users and team members Developing and utilizing a knowledge base for faster issue resolution Conducting thorough analyses to prevent recurring issues Strong analytical skills required for resolving technical issues efficiently Providing technical support via remote tools Creating and maintaining detailed documentation for processes and solutions Efficiently managing time to handle multiple tasks and projects Proficient in using spreadsheets and word processing software such as Microsoft Excel and Microsoft Word Microsoft Teams Being 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 employee learning programs give 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