Service Desk 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.

They will also work with back-office teams to handle escalations alongside senior co-workers who will share their knowledge. They will interact with different people on a variety of problems, They will be using technical resources and tools to resolve issues, update configuration, enhance operations or performance. They play a key role in overall client satisfaction.

Key Responsibilities:
- Resolve escalated tickets / warm transferred calls from level 1 which requires additional troubleshooting using additional tools and accesses not available with the Level 1 support group.- Provide ticket updates regarding the resolution or current status of the request.- Close Incidents and Service Requests not resolved by Level 1, exclusive of product defects, documenting all actions in the call record, Calling the End User for further information as needed, contacting other support groups and organizations as required, if needed Dispatching on-site assistance, Interfacing with other systems, networks and operating system environments personnel; routing calls to other levels of support, as required.- Remote takeover of B2B end-users' system for advance troubleshooting.- To provide technical support assistance to clients on a supported products and infrastructure. following a standard call flow and problem handing processes, they receive and record incident related information, and using a variety of tools, techniques and procedures, selects appropriate actions to resolve problems, and communicates the solution or action plan to the client.-
- Coordinate with multiple teams for quicker resolution of the issues with mínimal impact on business.- Responsible to ensure respective SLAs are met

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 Technical and Professional Experience- With 1 to 2 years of relevant experience in an IT Help Desk or Remote Resolution environment- Excellent customer service skills, verbal English, written English, logical reasoning- Knowledge of Windows, Mac, or Linux operating systems- Troubleshooting and problem-solving skills- Knowledge of various End user tools and software like MS Outlook, Exchange, Networking- (VPN/Connectivity Issues), Internet Security, MAC Basics, O365, Instant messaging tools like- Teams / Webex / Slack. Working knowledge on VMware- Education / Experience Graduate in any stream with IT certificate / Diploma as additional qualification.-
- The passport should have a validity of minimum 5 years on the date of joining

Preferred Technical and Professional Experience- Experience working with