Help Desk Analyst - IAM

Your Role

Have you been wanting to get into IT but don't have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there's a good chance you'll love being a Help Desk Analyst at Kyndryl.

What You Will Do

• Provide Help Desk support by troubleshooting and resolving technical and service-related issues.
• Serve as the primary point of contact for customers, delivering professional, friendly, and empathetic support.
• Communicate with customers through multiple channels, including chat, email, and Microsoft Teams.
• Deliver high-quality customer service and ensure a positive customer experience with every interaction.
• Manage multiple incidents, requests, and priorities in a fast-paced support environment.
• Collaborate with back-office and technical teams to escalate and resolve complex issues effectively.
• Work alongside senior colleagues and mentors to develop technical expertise and industry knowledge.
• Build proficiency in Microsoft 365 applications, particularly Excel, and gain exposure to a variety of technology platforms.
• Participate in continuous learning, training, and professional development opportunities.
• Earn and maintain industry-recognized certifications, including Microsoft, Azure, and Google Cloud credentials.
• Strengthen technical support, problem-solving, communication, and customer service skills while advancing a career in IT.

Your Future at Kyndryl

This is a true "start here, go anywhere" opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills and Experience:

• Minimum 1.6 - 2-year Service Desk experience
• Understanding and implementing ITIL best practices for IT service management.
• Familiarity with IAM concepts and best practices.
• Should have the overview knowledge of Azure & Active Directory
• Managing user accounts and permissions in the identity and access management system.
• Should have insight knowledge of working in Service Now tool and service now reporting
• Flexibility to modify approach and adapt to customer needs
• Experience modifying approaches and adapting to customer needs
• Experience in Service Desk role of Providing exceptional support and ensuring customer satisfaction.
• Effectively communicating with users and team members.
• Developing and utilizing a knowledge base for faster issue resolution.
• Conducting thorough analyses to prevent recurring issues.
• Strong analytical skills required for resolving technical issues efficiently.
• Providing technical support via remote tools.
• Creating and maintaining detailed documentation for processes and solutions.
• Efficiently managing time to handle multiple tasks and projects.
• Proficient in using spreadsheets and word processing software, such as Microsoft Excel and Microsoft Word& Microsoft Teams

Preferred Skills and Experience

• Experience working with Windows, Mac, or Linux operating systems
• Troubleshooting and problem-solving expertise
• Support help desk experience
• Customer support experience
• Experience modifying approaches and adapting to customer needs