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
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.
Log all interactions with accuracy via established business processes and tools.
Advise 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 licences, hardware, and reporting.
Required Technical and Professional Expertise
Is willing to work in a rotational shift environment depending on the Geo that the candidate is hired for. Example – EMEA / APAC / NA / Domestic.
Is willing to work in an environment where he/she must communicate with the customers primarily over the phone and/or via chat and emails.
Is willing to work from an office location in the city that the candidate is hired for which is NDA / GGN / HYD / BLR / Pune.
Is willing to make alternative transport arrangements outside of the 7 PM to 7 AM window where applicable.
Does not plan to pursue full time higher education in the next 18 to 24 months.
Does not have any long leave planned within six months of the hiring date.
Understands and accepts that a job role change/promotion requires a minimum tenure of 18 months and is basis performance, and releasability to another role is dependent on the business requirements defined by the management and reporting manager.
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).
Preferred Technical and Professional Experience
Being You @ Kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other things to know
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Primary Job Category
Role (Job Role)
Customer Service Representative
(Y030) Kyndryl Solutions Private Limited
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