Helpdesk Agent

Overview

Customer service and helpdesk role providing first-line IT support to B2B end users, with a pathway into IT for candidates without prior technical experience.

What you'll do

• Provide helpdesk support by troubleshooting and resolving customer issues efficiently.
• Serve as the face and voice of Kyndryl, delivering professional, friendly, and empathetic customer support.
• Assist customers through multiple support channels, including chat, email, and Microsoft Teams.
• Deliver exceptional customer experiences through responsive, concierge-level service.
• Manage multiple customer requests and priorities in a fast-paced support environment.
• Collaborate with back-office and technical teams to escalate and resolve complex issues.
• Build technical expertise in Microsoft 365, particularly Excel, and other business technology platforms.
• Participate in ongoing training, mentorship, and certification programs, including Microsoft, Azure, and Google Cloud.
• Perform initial problem determination (Level 1 support) with related hardware, software and services support.
• Provide technical advice, guidance, troubleshooting and 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 KPI's in line with customer expectations.

What you'll need

• Graduate in any discipline (including engineering graduates).
• Minimum 1 year of experience in an IT service desk.
• Excellent English communication skills.
• Basic IT skills and troubleshooting skills (no relevant certification necessary).

Details

• Location: Bangalore, Karnataka, India.
• Willing to work in night shifts and hybrid model.