IT Service Desk Agent

**Why Kyndryl**

Kyndryl is a market leader that thinks and acts like a start-up. 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. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

**Your Role and Responsibilities**

**We are looking to hire 10 IT Service Desk Agents that are bilingual (fluent in French and functional in English).**
**These positions are 100% remote and Agents must be living in Canada.**
**24/7 Environment, rotational shift (8 hours per day) that changes every 6 weeks.**

Responsibilities include:

- Respond to requests for assistance from users of information technology under your responsibility
- Assist users, gather feedback, and give them relevant advice on best practices for using a wide range of products, offers and services
- Play a key role in overall customer satisfaction
- Diagnose, maintain the relationship with the users by ensuring regular follow-up and make every effort to reach a resolution without escalation
- Consult or involve the appropriate IT teams to obtain essential responses to the resolution of incidents and escalate as necessary according to established procedures
- Maintain and update tickets, including user exchanges to improve documentation and knowledge base
- Evaluate and monitor the efforts and deadlines of the tasks under your responsibility
- Contribute effectively to the exchange of technical knowledge and continuous improvement within the team

**Required Technical and Professional Expertise**
- Strong customer service skills and collaborative skills over the phone or in person
- Planning and prioritization skills
- Strong knowledge of French, both oral and written
- Functional knowledge of English, both oral and written
- 2 or 3 years of relevant technical experience and/or training

**Preferred Technical and Professional Experience**
- Knowledge of the following methodologies will be considered an asset: ITIL, Agile, LEAN, development cycle, Devops
- Knowledge of the insurance and financial services industry

**Required Education**

High School Diploma/GED

**Preferred Education**

Associate's Degree/College Diploma

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 (KINs) 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.

**Other things to know**

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

**Primary Job Category**

Technical Specialist

**Role (Job Role)**

Customer Service Representative

**Employment Type**

Full-Time

**Contract Type**

Regular

**Position Type**

Professional

**Travel Required**

No Travel

**Company**

(Y009) Kyndryl Canada Limited

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

No