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L1 Helpdesk Agent

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Kyndryl

14d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Quick Apply

AI generated summary

  • You should have a degree, 1 year of IT service desk experience, excellent English skills, basic IT troubleshooting abilities, and be willing to work night shifts in a hybrid model.
  • You will provide Level 1 support, troubleshoot technical issues, advise clients, improve service metrics, and work in a hybrid model, including night shifts.

Requirements

  • 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/Trouble-shooting skills (No relevant certification necessary)
  • 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.
  • 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.
  • Willing to work in night shifts and hybrid model.

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.
  • 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.
  • Willing to work in night shifts and hybrid model.

FAQs

What is the role of an L1 Helpdesk Agent at Kyndryl?

The L1 Helpdesk Agent combines tech support with problem solving and customer service, helping customers resolve their issues while providing concierge-level care through various channels like chat, email, and MS Teams.

What qualifications do I need to apply for the L1 Helpdesk Agent position?

You need to be a graduate in any discipline, have a minimum of 1 year of experience in an IT service desk, possess excellent English communication skills, and have basic IT and troubleshooting skills.

Is previous tech experience required for this role?

No, previous tech experience is not necessary, but a keen interest in technology and a willingness to learn are important.

What kind of training will be provided to new hires?

New hires will receive training on various platforms, including Microsoft 365, and will have opportunities to earn certifications like Google Cloud, Azure, and Microsoft.

Is it necessary to have IT certifications when applying?

No relevant certification is necessary for the role, but a willingness to learn and obtain certifications is encouraged.

Will I have opportunities for career advancement at Kyndryl?

Yes, this role offers a "start here, go anywhere" opportunity where you can explore a variety of job roles and potentially move up to more senior or technical positions.

What is expected in terms of work schedule?

The position requires a willingness to work in night shifts and in a hybrid work model.

How does Kyndryl support diversity and inclusion?

Kyndryl promotes diversity by welcoming people of all cultures, backgrounds, and experiences and has Inclusion Networks to create a supportive workplace.

What types of benefits does Kyndryl offer to its employees?

Kyndryl offers a range of benefits that reflect the diversity of employees, including choices that support well-being and access to employee learning programs for certifications.

How can I refer someone to this position?

If you know someone who works at Kyndryl, you can select 'Employee Referral' during the application process and enter the Kyndryl email address of your contact.

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

Consulting
Industry
10,001+
Employees
2021
Founded Year

Mission & Purpose

We have the world’s best talent that design, run, and manage the most advanced and reliable technology infrastructure each day. Together, we think holistically about the health of these vital technology ecosystems. We are a focused, independent company that builds on our foundation of excellence by creating systems in new ways. Bringing in the right partners, investing in our business, and working side-by-side with our customers to unlock potential. We're raising the bar. Our experience speaks for itself: We have 90,000 highly skilled employees around the world serving 75 of the Fortune 100. But our purpose is what drives us: Advancing the vital systems that power human progress. Because when a digital ecosystem is healthy, it can more readily adapt and support continuous growth and that opens up a world of possibility for everyone. Together, we are the heart of progress.