Job Description

Why Kyndryl Kyndryl is a market leader that thinks and acts like a start-up. 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. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way. Your Role and Responsibilities 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 of all interactions with accuracy via established business processes and tools Advice 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 licence, hardware, and reporting. Required Technical and Professional Expertise Proficient to ensure customer issues are resolved in the most timely and effective manner possible Freshers are also considered. Demonstrable ability to handle various tasks or projects with changing priorities. Experience to utilize available time efficiently to achieve effective and efficient results Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues. Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns. Preferred Technical and Professional Experience Apply Knowledge of ITIL. Apply Knowledge of Ticketing Tools. Perform Remote Takeover. 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). Required Education Bachelor\'s Degree

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