Service Desk- Sme

**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**

Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.

You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.

As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.

With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. 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 Skills and Experience
- Provide support and Subject Matter Expertise as required to agents supporting the account and third-party vendor.
- 4 to 5 years of experience.
- Handle escalation and outage issues associated with the Service Desk function.
- Monitor and track open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels.
- Coordinate with other Resolver Groups to close the escalated cases at Service Desk.
- Notifying the Outages related to Infrastructure services to all Stakeholders. - Work internally and with other vendors operational and technical staff, and with account, to identify solutions that minimize the need to call the Service desk.
- Update Common Knowledge Database with all account specific process related change management / updates.
- Real Time monitoring of all the statistics to handle the deliverables with available team.
- Understand and Measure SD KPIs and SLAs
- Assist in scheduling and time management.
- Work 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.Update team by conducting the team huddles regularly

Preferred Skills and Experience
- Excellent customer service skills, verbal English, written English, logical reasoning.
- Analytical bent of mind and have sequential thinking and effective planning - ITIL Foundation Certified (preferred).
- Excellent People