Help Desk Analyst - IAM

Overview

Help Desk Analyst role at Kyndryl supporting customers with technical and service-related issues, with a focus on IAM and IT service management. Suited to candidates looking to start an IT career.

What you'll do

• Deliver Help Desk support by troubleshooting and resolving customer technical and service-related issues.
• Serve as the primary point of contact for customers, providing professional, friendly, and empathetic support.
• Communicate effectively with customers through chat, email, and Microsoft Teams.
• Provide high-quality customer service and concierge-level support to ensure customer satisfaction.
• Manage multiple support requests and prioritize tasks in a fast-paced, dynamic environment.
• Collaborate with back-office and technical teams to escalate and resolve complex issues.
• Work closely with senior team members and mentors to expand technical knowledge and professional skills.
• Develop expertise in Microsoft 365 applications, particularly Excel, and gain experience with a variety of technology platforms.
• Participate in ongoing training, learning opportunities, and industry certification programs, including Microsoft, Azure, and Google Cloud.

What you'll need

• Minimum 1.6 - 2-year Service Desk experience.
• Understanding and implementing ITIL best practices for IT service management.
• Familiarity with IAM concepts and best practices.
• Overview knowledge of Azure and Active Directory.
• Managing user accounts and permissions in the identity and access management system.
• Insight knowledge of working in ServiceNow tool and ServiceNow reporting.
• Flexibility to modify approach and adapt to customer needs.
• Experience modifying approaches and adapting to customer needs.
• Experience in Service Desk role of providing exceptional support and ensuring customer satisfaction.
• Effectively communicating with users and team members.
• Developing and utilizing a knowledge base for faster issue resolution.
• Conducting thorough analyses to prevent recurring issues.
• Strong analytical skills required for resolving technical issues efficiently.
• Providing technical support via remote tools.
• Creating and maintaining detailed documentation for processes and solutions.
• Efficiently managing time to handle multiple tasks and projects.
• Proficient in using spreadsheets and word processing software, such as Microsoft Excel, Microsoft Word, and Microsoft Teams.

Nice to have

• Experience working with Windows, Mac, or Linux operating systems.
• Troubleshooting and problem-solving expertise.
• Support help desk experience.
• Customer support experience.
• Experience modifying approaches and adapting to customer needs.

Details

• Location: Bangalore, Karnataka, India.
• Hybrid-friendly work environment.