Helpdesk Agent

Job Summary

Have you been wanting to get into IT but you 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.

Responsibilities

• Provide Helpdesk support by troubleshooting customer issues and resolving service requests efficiently.
• Serve as the face and voice of Kyndryl, delivering friendly, empathetic, and professional customer support.
• Communicate with customers through multiple channels, including chat, email, and Microsoft Teams.
• Deliver a high-quality customer experience by providing timely, effective, and concierge-level support.
• Manage multiple tasks and customer interactions in a fast-paced, dynamic environment.
• Collaborate with back-office teams to escalate and resolve complex technical or service-related issues.
• Work alongside senior team members and mentors to continuously develop technical and professional skills.
• Build expertise in Microsoft 365 applications, particularly Excel, and gain exposure to a variety of technology platforms.
• Participate in ongoing training and professional development opportunities to enhance technical knowledge.
• Pursue industry-recognized certifications, including Microsoft, Azure, and Google Cloud credentials.
• Strengthen customer service, communication, problem-solving, and technical support skills while advancing a career in IT.

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

• 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)
• 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.
• 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 KPIs in line with the customer expectations.
• Willing to work in night shifts and hybrid model.

Being You

The Kyn in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.