KYNDRYL IS RECRUITING CANDIDATE FOR THE POST OF L1 HELPDESK AGENT FOR NOIDA / GURGAON/ HYDERABAD/ PUNE/BANGALORE LOCATION
JOB DETAILS
- Company - Kyndryl
- Role - L1 Helpdesk Agent
- Qualification - Any Graduate
- Location - Noida / Gurgaon/ Hyderabad/ Pune / Bangalore
- Work Experience - 1 years
ABOUT COMPANY
Kyndryl Holdings, Inc. is an American multinational information technology infrastructure services provider that designs, builds, manages and develops large-scale information systems.. The company was created from the spin-off of IBM's infrastructure services business.
Kyndryl was created from the spin-off of IBM's infrastructure services business, which made up the bulk of IBM Global Technology Services. At year-end 2020, this business serviced a portfolio of nearly 4,400 customers, including 75% of the Fortune 100.After having a placeholder name of NewCo, it was given the name Kyndryl in April 2021, with "Kyn" referencing "kinship" and "Dryl" referencing "tendril".
ROLES 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.
SKILLS REQUIRED
- Graduate in any discipline (including engineering graduates)
- Minimum experience needed is 1 year in IT service desk
- Should possess excellent English communication skills