L1 Helpdesk Agent - Noida, India - Kyndryl Solutions Private Limited

Kyndryl Solutions Private Limited
Kyndryl Solutions Private Limited
Verified Company
Noida, India

3 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Why Kyndryl

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 inscope 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 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/Troubleshooting skills (No relevant certification necessary).

Preferred Technical and Professional Experience
NA

Required Education
Bachelor's Degree


Preferred Education
Bachelor's Degree

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

Primary Job Category
Technical Specialist


Role (Job Role)
Customer Service Representative


Employment Type
Full-Time


Contract Type
Regular


Position Type
Early Professional


Travel Required
No Travel


Company
(Y030) Kyndryl Solutions Private Limited


Is this role a commissionable / sales incentive based position
No
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