Helpdesk Agent

Overview

Customer Service Representative role providing Helpdesk support, troubleshooting customer issues and resolving service requests across multiple channels, with a path into IT.

What you'll do

• 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.
• Perform initial problem determination (Level 1 support) with related hardware, software and services support.
• Provide technical advice / guidance / troubleshooting / 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 the 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 / troubleshooting skills (no relevant certification necessary).

Details

• Willing to work in night shifts.
• Hybrid work model.