About this role

Job title: Help Desk Analyst - IAM

The Role

Your 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 Help Desk Analyst at Kyndryl.

What You Will Do

Deliver Help Desk support by troubleshooting and resolving customer technical and service-related issues.
Serve as the primary point of contact for customers, providing professional, friendly, and empathetic support.
Communicate effectively with customers through chat, email, and Microsoft Teams.
Provide high-quality customer service and concierge-level support to ensure customer satisfaction.
Manage multiple support requests and prioritize tasks in a fast-paced, dynamic environment.
Collaborate with back-office and technical teams to escalate and resolve complex issues.
Work closely with senior team members and mentors to expand technical knowledge and professional skills.
Develop expertise in Microsoft 365 applications, particularly Excel, and gain experience with a variety of technology platforms.
Participate in ongoing training, learning opportunities, and industry certification programs, including Microsoft, Azure, and Google Cloud.
Build strong problem-solving, communication, and customer service skills while supporting customers and advancing your IT career.

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.

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:

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 Service Now 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

Preferred Skills and Experience

Experience working with Windows, Mac, or Linux operating systems
Troubleshooting and problem-solving expertise
Support help desk experience
Customer support experience
Experience modifying approaches and adapting to customer needs

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

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Drive progress with purpose

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.

Help Desk Analyst - IAM

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