Job title: Technical Support Representative
Company: Kyndryl
Job description: Your Role and Responsibilities
- Attend and resolve problems reported by end users on telephone / email
- Attend telephone calls made to help desk by end user, take all necessary details about the problem and users/assets and try to resolve the problem on telephone. /Check all Email Requests and take appropriate steps to get the Issue reported resolved
- Ensure that calls/Emails/Web Tickets received at Helpdesk are responded in specified time frame and resolved /escalated
- Record all calls/Emails into the tool(s) provided by kyndryl
- Ensure that calls / emails /Web Tickets as responded per SLAs defined
- Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times; Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation procedures the Procedures Manual defines.
- With SME’s assistance, establish and maintain Call prioritization guidelines and escalation procedures
- Maintain an escalation/notification contact list of SERVICE PROVIDER Focal Point, including names, email and telephone and provide to CUSTOMER for distribution
- Adhere to the predefined guidelines of call management process
- Ensure that all tickets are transferred to the right resolver groups
Required Education
Bachelor’s Degree
Role ( Job Role )
Customer Service Representative
Primary job category
Technical Specialist
Company
(Y030) Kyndryl Solutions Private Limited
Contract type
Regular
Employment Type
Full-Time
Is this role a commissionable/sales incentive based position?
No
Travel Required
No Travel
Preferred Education
Master’s Degree
Being You @ Kyndryl
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.
Required Technical and Professional Expertise
- 1 to 3 years of relevant industry experience in which minimum 1 year of experience should be as a technical support executive or similar profile in technical support center / Service Desk environments
- Excellent communication skill in Hindi & English Candidate must possess skills related to ITIL concepts and principles
- Good probing skills is required
- ITSM tool knowledge as well as MS Office suite is required
Preferred Technical and Professional Experience
NA
Position Type
Early Professional
Other things to know
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Why Kyndryl
Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress – dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen. Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl. For further information on privacy, please visit www.kyndryl.com/privacy.
Expected salary:
Location: Bangalore, Karnataka
Job date: Sun, 23 Oct 2022 05:21:56 GMT
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