Service Desk: French Cts

**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**

As a CTS representative at Kyndryl your role is to provide a more in-depth technical assistance to end users than the first level, and to minimize ticket volume coming to onsite support and 2nd Level providing a quicker support to our customers. Generally, CTS agent tasks include Break/fix and solving problems on general platforms like Office365, Windows OS, Printers, Software deployments, VPN and others
- Perform incident root cause diagnosis by dialogue with the end-user.
- Perform remote take-over to perform trouble shooting and to solve the user’s incident.
- Perform software Break/Fix activities.
- Update ticket status on regular basis.
- Add further information and items (assets, configuration items, clients, failure class, cause & resolution, etc.) to the initial ticket.
- Close tickets with the user’s agreement, providing the correct closure and resolution details.
- Forward unsolved tickets to relevant resolver groups with guidance and complementary technical details.
- Monitor ticket queues effectively (Incidents & Requests) to ensure SLA attainment.
- Monitor Problem Management system for ticket progress (only CTS tickets).
- Find solutions from previous cases, using the knowledge base.
- Update knowledge base and document additional resolutions as new procedures for L1 & CTS.
- Identify possibilities for automation of incident & Request resolutions.

**Required Technical and Professional Expertise**
- A French customer service representative is to provide a more in-depth technical assistance to end users and to minimize ticket volume coming to onsite support and 2nd Level.

**Preferred Technical and Professional Experience**
- Language: French and English.
- Technical understanding.
- Problem solving skills.
- Analytical & trouble shooting skills.
- Knowledge of relevant tools and applicable software programs: Windows, Microsoft 365 Apps, Active Directory, VPN, printers troubleshooting and configuration, Systrack.
- Basic network infrastructure knowledge.
- Understanding software deployments tools.
- Antivirus products knowledge.
- Customer service orientated.
- Verbal and written communication skills.
- ITIL knowledge if possible.
- At least 1-year experience in Windows OS.

**Required Education**

High School Diploma/GED

**Preferred Education**

None

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**

**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**

(Y063) Kyndryl South Africa (Pty) Limited

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

No