L1 Help Desk Analyst - IAM

As a L1 Help Desk Analyst at Kyndryl, you will be the face and voice of the company, helping customers solve their problems every day. You will work with back-office teams to handle escalations, interact with many different people on a variety of problems, and have opportunities to find and work with mentors.

Requirements

• 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 ServiceNow 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
• Experience working with Windows, Mac, or Linux operating systems
• Troubleshooting and problem-solving expertise
• Support help desk experience
• Customer support experience

Benefits

• State-of-the-art resources
• Fortune 100 clients
• Employee learning programs
• Company-wide volunteering and giving platform
• Opportunities to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more