Kyndryl
Location
Gurgaon | India
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 Experience - 8 years + , Graduate, ITIL Certified Experience in managing end to end service desk delivery Managing call volume, ensure right resolution, agent accent , increasing FCR Use customer feedback and irend analysis reports to improve the services Ensure Service Desk Quality Team Mamagement Ensure positive CSAT from users A person should have experience in working on all facets of IT service delivery before taking up the role of an IT service desk manager. The role is hybrid in nature, involving customer support, resource management, relationship building, and sales negotiations. A qualified IT service desk manager will have working knowledge of the organization's network, database, infrastructure, security and privacy, software that employees use, and more. This working knowledge helps to proactively identify the impact of any major issue and allows for innovative solutions Skill Set - Knowledge of microsoft and google products including OS, Office, emails. End user desktop/laptop software, installations, uninstallations, Using ITSM for registering and tracking the issues till clousure. Provide a centralized and a single point of contact for the agreed IT infrastructure management services Develop and maintain Service Desk Operational Procedures and Processes Monitor the Service Desk tool for open and pending tickets raised by HMCL's end-user Who You Are Experience - 8 years + , Graduate, ITIL Certified Experience in managing end to end service desk delivery Managing call volume, ensure right resolution, agent accent , increasing FCR Use customer feedback and irend analysis reports to improve the services Ensure Service Desk Quality Team Mamagement Ensure positive CSAT from users A person should have experience in working on all facets of IT service delivery before taking up the role of an IT service desk manager. The role is hybrid in nature, involving customer support, resource management, relationship building, and sales negotiations. A qualified IT service desk manager will have working knowledge of the organization's network, database, infrastructure, security and privacy, software that employees use, and more. This working knowledge helps to proactively identify the impact of any major issue and allows for innovative solutions Skill Set - Knowledge of microsoft and google products including OS, Office, emails. End user desktop/laptop software, installations, uninstallations, Using ITSM for registering and tracking the issues till clousure. Provide a centralized and a single point of contact for the agreed IT infrastructure management services Develop and maintain Service Desk Operational Procedures and Processes Monitor the Service Desk tool for open and pending tickets raised by HMCL's end-user Being You 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 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. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. Get Referred! If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.Job tags
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