Job Description

Why Kyndryl Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart

Why Kyndryl Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress - dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we'll provide plenty of opportunities to make that happen. Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl. For further information on privacy, please visit www.kyndryl.com/privacy. Your Role and Responsibilities Attend and resolve problems reported by end users on telephone / email Attend telephone calls made to help desk by end user, take all necessary details about the problem and users/assets and try to resolve the problem on telephone. /Check all Email Requests and take appropriate steps to get the Issue reported resolved Ensure that calls/Emails/Web Tickets received at Helpdesk are responded in specified time frame and resolved /escalated Record all calls/Emails into the tool(s) provided by kyndryl Ensure that calls / emails /Web Tickets as responded per SLAs defined Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation procedures the Procedures Manual defines. With SME's assistance, establish and maintain Call prioritization guidelines and escalation procedures Maintain an escalation/notification contact list of SERVICE PROVIDER Focal Point, including names, email and telephone and provide to CUSTOMER for distribution Adhere to the predefined guidelines of call management process Ensure that all tickets are transferred to the right resolver groups Required Technical and Professional Expertise 1 to 3 years of relevant industry experience in which minimum 1 year of experience should be as a technical support executive or similar profile in technical support center / Service Desk environments Excellent communication skill in Hindi & English Candidate must possess skills related to ITIL concepts and principles Good probing skills is required ITSM tool knowledge as well as MS Office suite is required Preferred Technical and Professional Experience NA Required Education Bachelor's Degree Preferred Education Master's Degree