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Service Coordinator

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Kyndryl

Today

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

AI generated summary

  • You must have 5+ years in IT (desktop services, network support, etc.), strong customer service skills, experience in SLA and service management, and the ability to liaise between various stakeholders.
  • You will manage service requests, ensure timely issue resolution, coordinate with teams, uphold SLAs, drive process improvements, perform incident reviews, and communicate incident status to customers.

Requirements

  • At least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management
  • Capability to navigate effectively between infrastructure and application platforms, businesses and functions, end users and senior management
  • Expertise in desktop, technical, and help desk support, incident management, and service improvement
  • Experience in SLA Management/Service Management
  • Expertise in customer service and customer communications

Responsibilities

  • Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers.
  • As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.
  • At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business.
  • As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.
  • You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes.
  • You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.
  • As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution.
  • You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.
  • With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

FAQs

What is the primary responsibility of a Service Coordinator at Kyndryl?

The primary responsibility of a Service Coordinator at Kyndryl is to ensure timely and effective resolution of customer issues, coordinate and manage service requests, and maintain constant communication with customers throughout the service process.

What qualifications are required for the Service Coordinator position?

Candidates must have at least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management, along with expertise in incident management, service improvement, and customer service.

Is ITIL certification preferred for this role?

Yes, ITIL certification is preferred for the Service Coordinator position at Kyndryl.

What skills are important for success in this role?

Important skills for success in this role include expertise in customer service and communication, capabilities in navigating between various IT platforms, and proficiency in SLA Management/Service Management.

Will there be opportunities for career growth at Kyndryl?

Yes, Kyndryl offers numerous opportunities for career growth, including hands-on experience, learning opportunities, and the chance to obtain certifications in major platforms.

How does Kyndryl promote diversity and inclusion?

Kyndryl promotes diversity and inclusion by welcoming individuals from all cultures, backgrounds, and experiences, and through initiatives like the Kyndryl Inclusion Networks that support an equitable workplace culture.

What can I expect in terms of employee benefits at Kyndryl?

Kyndryl provides a variety of employee benefits designed to reflect the diversity of employees' needs, support well-being, and assist families through significant life events.

How does Kyndryl support continuous learning?

Kyndryl supports continuous learning through employee learning programs that provide access to certifications and training from leading industry platforms including Microsoft, Google, and Amazon.

What is the company culture like at Kyndryl?

The company culture at Kyndryl emphasizes innovation, collaboration, and a commitment to creating an equitable and inclusive environment where employees can bring their whole selves to work.

Can I apply for the Service Coordinator position if I have a growth mindset and focus on customer success?

Yes, candidates with a growth mindset and a strong focus on customer success are encouraged to apply, as these qualities are highly valued by Kyndryl.

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.