IT Deskside Support

Customer Service Representative

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. An IT Service Desk combines the know-how of tech support with problem solving and customer service, so bring your people skills and we'll teach you the rest. It's a fun and fast-paced role where you'll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you'll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care.

Key Responsibilities:

• Manage and co-ordinate with multiple Kyndryl stakeholders and cross functional teams
• Constantly deliver with excellence with key focus on the white glove client experience
• Provide hands-on support for:
• Service management (incident, request, and problem resolution)
• Asset lifecycle management (allocation, De-allocation, tracking, deployment, decommissioning)
• Printer and peripheral support
• Audio/Video systems (meeting rooms, events, executive briefings)
• Develop and recommend approaches to address current problems and issues.
• Work with senior management/support teams to identify and resolve technical problems as they arise.
• Anticipate future problems and issues and communicate effective mitigation plans.
• Ability to translate technical issues into action, and experience issues into a client understandable language
• Become a go-to technical expert for Kyndryl's.
• Build CIO support relationships to encompass secondary support to enhance your support options
• Keep yourself updated with new technologies and offerings from CIO for Kyndryls

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 Skills and Experience

• 3 to 4 years of relevant experience
• Graduate / Diploma in Electronics or Computer Science with mandatory IT certification viz. Microsoft Azure Fundamental /RHCE/ CCNA/ ITIL.
• Proficiency in spoken & written English is a prerequisite for Technical Support Representatives.
• Strong customer facing/handling skills with a positive & servant leadership service attitude in all communication(s).
• Asset Management Expertise: Demonstrated proficiency in asset tagging, verification, and inventory management.
• Technical Aptitude: Deep familiarity with the installation, configuration, and troubleshooting of a wide range of hardware and software.

Analytical Skills: Strong ability to analyze system data, audit findings, and usage trends, converting them into actionable insights

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.