Service Desk Level 1

hace 4 semanas

Ciudad de México Kyndryl Mexico S. de R.L. de C.V. A tiempo completo

**Why Kyndryl**

**Your Role and Responsibilities**

Main Functions:

- Document all incidents (problem solving and resolution).
- Engage other help desk resources or appropriate service resources to resolve incidents that are beyond the scope of your ability or responsibility.
- Provide a positive customer experience and generate good business relationships.
- Ensure timely resolution or escalation by promptly communicating the progress of the situation and handling customers with a professional attitude.
- Pay attention to detail and have the ability to organize, prioritize and manage multiple tasks and customer environments simultaneously.
- This position requires schedule flexibility.

**Required Technical and Professional Expertise**
- 3 years of experience in Help Desk, Contact Center or Customer Service working with tools such as Service Now, Archer among others (desirable).
- Academic Level: Completed or on pause career in Engineering, Computer Engineering or Administration.
- Desirable to have the ITIL-SCRUM certification.
- Experience ensuring compliance with ITSM incident process standards / security log and use of knowledge base.
- Knowledge of customer satisfaction improvement plans.
- Experience generating capacity planning and IM generation across the section for business management and CSM.
- Ability to work with business partners and other areas to ensure SLAs (Service Level Agreements).
- Expertise in data collection for management reporting.
- Ability to motivate and develop team members.

**Preferred Technical and Professional Experience**

SIEM Tier 2 Administrator

**Required Education**

Bachelor's Degree

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Other things to know**

**Primary Job Category**

Technical Specialist

**Role (Job Role)**

Customer Service Representative

**Employment Type**

Full-Time

**Contract Type**

Regular

**Position Type**

Early Professional

**Travel Required**

No Travel

**Company**

(Y045) Kyndryl Mexico S. de R.L. de C.V.

**Is this role a commissionable / sales incentive based position**

No

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