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
- 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 in-scope 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.

Who You Are
- Is willing to make alternative transport arrangements outside of the 7 PM to 7 AM window where applicable.
- Understands and accepts that a job role change/promotion requires a minimum tenure of 18 months and is basis performance, and releasability to another role is dependent on the business requirements defined by the management and reporting manager.- 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/Trouble-shooting skills (No relevant certification necessary)

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.

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