IT Helpdesk Associate

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

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 Customer Service Representative at Kyndryl.

Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Customer Service Representative, you’ll be the face and voice of Kyndryl, helping customers solve their problems every day.

A Customer Service Representative combines the know-how of tech support with problem solving and customer service, so bring your people skills and we’ll teach you the rest. It’s a fun and fast-paced role where you’ll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you’ll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care.

You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you’ll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors.

You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It’s fun, challenging, and fast-paced – you definitely won’t be bored!

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.

Key Responsibilities:

• Provide customer technical support to client via all incoming support channels - via telephone, email, chat, and web channels,

• Verify entitlement, perform problem determination, resolve, and close the problem, or route the incident record to the appropriate level of support,

• Using technical resources and tools, support the client by answering questions and responding to client requirements,

• Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations, or performance

• Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction

Who You Are

Job Qualifications:

• Candidates must be based in New Brunswick and within a commutable distance to 8806 Main Street, Florenceville-Bristol, NB E7L 3G2

• On-site, in-office attendance is required as needed. Training will be on-site full-time for 2-4 weeks, with flexibility to work remotely afterward

• Excellent communication (written & verbal / spelling & grammar)

• Excellent customer service skills

• Understanding of system resources and allocation

• Minimum keyboarding speed of 30 WPM

• Professional work attitude, ability to learn

• Proficient in demonstrating ability to identify solutions based on established processes and procedures (i.e.
Knowledge-base Tool)

• Accurately log all interactions via established business processes and tool

• Effectively manage length of calls/handle time

Preferred Qualifications:

• Desktop Hardware and associated peripherals

• Knowledge of networking, internet and intranet, and operating systems

• General knowledge of MS Products and configuration (Outlook) Microsoft Standard Office Products
(Outlook/Word/Excel)

• Proficiency in navigating and configuring the OS

• Tablet and cell phone configuration

Shift Requirements:

• Shift Requirement: Flexibility to work a variety of shifts - Service Desk is open 7/24/365

• Shift Schedule: The role entails a 40-hour work week with a monthly schedule. The shifts include 8:00 AM to 5:00 PM, 4:30 PM to midnight, and midnight to 8:00 AM. There may be variations for coverage, such as shifts starting at 6:00 AM or 11:00 AM.

  Shift Rotation: Shifts rotate monthly, with the team of about 18 members typically working five to six day shifts, followed by a couple of evening and overnight shifts, then back to day shifts. The schedule includes weekends due to the 24/7 nature of the role, with two to three evening/overnight shifts and two to three weekend shifts per year, subject to change due to vacations or other needs.

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.