Level 1 Service Desk Agent

Why Kyndryl

Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?

We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you – not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back – from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

Your Role and Responsibilities

• Provide technical support over the phone, emails, chat or self-serve following a standard call flow and problem handing processes (scripted or not scripted)
• Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support
• Using technical resources and tools, support the client by answering questions and responding to client requirements
• Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance
• Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction
• The individual will work closely with his Service Desk colleagues, level 2 support and management team on a daily basis.

Required Technical and Professional Expertise

Required skills include (but not limited to)

• Customer Service Excellence
• Hardware knowledge
• MS Office
• Other software knowledge and analytical thinking to provide support to meet contractual service levels.

Preferred Technical and Professional Experience

N/A

Required Education

High School Diploma/GED

Preferred Education

Associate’s Degree/College Diploma

Being You @ Kyndryl

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

Other things to know

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk and Donetsk regions of Ukraine) on a work permit, you are not eligible for employment in this position.

Primary Job Category

Technical Specialist

Role (Job Role)

Customer Service Representative

Employment Type

Full-Time

Contract Type

Fixed Term - Short Term

Position Type

Early Professional

Travel Required

No Travel

Company

(Y009) Kyndryl Canada Limited

Is this role a commissionable / sales incentive based position

No