Kyndryl - ITSM Tool Administrator (0-4 yrs)

Job description

Who We Are

At Kyndryl, 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.

The Role

As an ITSM Tool Administrator, you will be a key part of the seamless operation of highly critical IT systems. At Kyndryl, we're not just solving technical puzzles we're transforming the way businesses thrive in the digital age.

In this role, you'll be crucial in ensuring our customers' IT environments meet their every business need.

You won't just offer support; you'll orchestrate system setup and installation, ensuring all components are working appropriately.

When issues arise, you'll be there, ready to troubleshoot and resolve them with a swift and expert hand.

You will be the catalyst for improved business performance diagnosing issues and offering technical solutions.

You'll be the one responding to tickets, meeting SLAs with a sense of urgency, and ensuring systems are patched and compliant.

Your expertise will reshape business processes and operations, introducing best practices that elevate our customers to new heights.

Your guidance will be essential, mentoring and assisting your team members, ensuring everyone is equipped with the knowledge and skills to excel. It's not just about solving problems; it's about ensuring that the technical solutions we provide align perfectly with our customers unique needs.

As an ITSM Tool Administrator , you will have the opportunity to collaborate closely with our customers, Kyndryls expert technical teams, and our esteemed Alliance partners. Together, we'll shape the future of IT services, pushing the boundaries of what's possible.

If you're ready to be a part of a team that thrives on challenge, innovation, and delivering exceptional service Kyndryl is the place for you.

Essential Roles & Responsibilities :

- Respond to and resolve IT support tickets submitted by end-users.

- Close 95% of trouble tickets on the first call without escalation.

- Achieved a user satisfaction rating of 4.9/5.0.Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

- Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

- Track tickets per specified severity levels.

- Escalate customer issues to the appropriate level of support, as needed.

- Provide excellent customer service, staying calm and communicating clearly and professionally in

stressful situations.

- Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications wherever is required with technical team coordination .

- Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs.

- Distribute scheduled reports to customers as required.

- Perform other tasks as assigned by management.

- Highly analytical thinker and troubleshooter.

- Detail oriented with excellent documentation and communication skills.

- Self-motivated, passionate about technology, with the desire to learn new things.

- Foundational understanding of operating systems and servers, both physical and virtual.

- Follow tickets and updating it on regular basis.

Would prefer Female candidates for this role.