Deskside Services & Service Desk Lead

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

Join our team of client-facing tech enthusiasts dedicated to delivering hands-on support and maintaining client systems for a diverse range of end users, including executive support. As Deskside Support, you're not just a problem solver – you're a technology hero.

Picture yourself in a role where you're the go-to expert for testing and troubleshooting, playing a crucial part in identifying and resolving issues with software upgrades, system images, and cutting-edge hardware deployments. Your expertise will be invaluable as you tackle hardware and software dilemmas across a multitude of device types, both on-site and through remote support.

The DWS Tower Lead is the single point of contact for handling end-to-end operations and is responsible for overall end-user services for defined obligations and clients. The candidate must possess strong leadership and governance competence with relevant experience. They should be confident and fluent in communicating with teams, clients, management, partners, and other third parties. The role requires effective handling of day-to-day escalations at various leadership levels.
 

Key Responsibilities:

• Manage a strong technical team providing Level 2 deskside services to end users and hands & feet support to other functions/horizontals in the organization (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms).

• Ensure the availability and quality of resources, monitor early warning signs, manage attrition, and ensure timely replacements.

• Possess strong interpersonal skills to drive the team and handle other domains as needed for cross-skills support.

• Establish an operations review structure to monitor End User Experience, SLA performance, aging tickets, re-open cases, VOCs, ticket hygiene, IT onboarding, and offboarding.

• Participate in scheduled operations reviews and sign off on service request performance.

• Work closely with operations teams to identify improvement areas and initiate Service Improvement Plans (SIPs) for quantified improvements within stipulated timeframes.

• Establish documentation and procedural standards for End User Services and collaborate with other regions to implement best practices globally.

• Analyze ticket dumps and other data to draw inferences for operational improvements, presenting findings to management.

• Provide feedback to ensure ticketing and self-help tools are configured and functioning accurately from an end-user perspective.

• Collaborate with SD and resolver teams to ensure timely delivery to end users and identify areas for remote support or automation.

• Work closely with sales and solution teams to deliver end-user services reciprocally.

• Plan and drive project activities for infrastructure upgrades/refresh and new technology rollouts, providing leadership updates.

• Report progress in a timely manner.

• Align team members to project activities and fill gaps to meet target dates under project management.

• Work closely with vendor partners to ensure accurate support for end users in warranty cases or cases within their scope.

• Regularly review vendor performance, share feedback, and identify improvement areas.

• Collaborate with the IT Vendor Governance team to ensure partners deliver services as agreed (SLA management, resource management).

• Maintain working knowledge of end-user devices and mobile devices with SCCM and MDM services.

• Manage contractor IDs, including extensions, BGV updates, and exits/deletions for aligned team members.

• Creatively address internal client requests to work around limitations of mobile apps and registration sites.

• Provide thought leadership to embrace new technologies, evaluate new technology, and conduct feasibility studies.

Showcasing your knowledge of popular operating systems and applications, you'll make technology hiccups disappear with ease. In this role, you'll be part of a vibrant ecosystem, collaborating with other internal teams at Kyndryl as well as our esteemed alliance partners, such as Microsoft.

At Kyndryl, we’re all about progress, and you'll be right at the forefront, recognizing opportunities for modernization and automation within your realm. You’re empowered to bring your creative side by presenting innovative ideas that not only enhance the end-user experience but also drive cost savings. Our customers’ satisfaction is paramount, and you'll play a pivotal role in achieving it by ensuring we meet XLA and SLA targets.

If you're someone who thrives on teamwork and embraces the ever-evolving tech landscape, you'll love being part of a team focused on deploying the latest and greatest in technology. Join us as Deskside Support, where every day is a tech adventure, and you're the hero who keeps the digital world spinning smoothly. Your journey begins here.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. Whether you want to explore opportunities such as Service Delivery Management, Workplace Modernisation or Workplace Virtualization – Kyndryl is dedicated to your professional journey.

Who You Are

 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.

Required Skills and Experience

• 6 to 8 years of experience in Deskside service and service desk lead 

• Master’s or bachelor’s degree in any stream or equivalent.

• ITIL Version 3 or 4 Foundation Certified.

• Demonstrable experience in handling large end-user setups in the IT industry.

• Be well-versed in-Service Desk, Deskside, Tools, and Project Management concepts.

• Create and manage an effective and efficient Service Desk which functions on a 24x7 basis and is able to deliver SLAs related to FCR and other SLA’s and KPI’s

• Develop strong interpersonal client relationships and fulfill client requirements with planning and execution.

• Valid Indian passport with a minimum validity of 5 years from the date of joining.
   

Preferred Skills and Experience

• Microsoft Certifications.

• ITIL Certification

• PMP (additional advantage) 

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.