Dutch Technical Support Representative

**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**

Do you hold native Dutch language written and verbal skills? Are you a real team player? And do you enjoy creating WOW moments for customers by blowing them away with amazing support for their IT issues? Do you like working in an agile way where you listen to the voice of the customer and where you can share your input to continuously improve support? Then we are looking for you

For our Agile Helpdesk, we are seeking a new MITC’s (MyIT Consultants) to join our dynamic Agile Helpdesk. You ensure that every customer you engage with has an excellent experience and is fantastically serviced with every contact (chat, ticket, phone). Because of you, customers feel supported and enabled with their IT issues.

This department is in a transformation phase. We expect you to actively contribute to the maturing of the Agile Helpdesk and work together with your team to further develop the Helpdesk. Your input and suggestions are welcomed to jointly take the Agile Helpdesk to the next level.

What do we expect from you?
‘Customer centric’ and 'excellent communicator' are two important qualities that you must possess. In addition, we expect you to have a strong sense of responsibility, to be social, to enjoy working in and with a team and going the extra mile for your customers to deliver quality.

**Quality of service**
- Provide consistent high-quality service to customers by researching and answering IT questions, identifying problems, troubleshooting and guiding customers through the required steps
- Understand the quality, XLA and SLA of live chat, telephony and Helpdesk e-tickets and strives at all times to provide excellent performance meeting the established performance criteria
- Take ownership of and resolve incoming contacts to the best of their ability and where not possible to achieve first contact resolution, ensures the ticket is forwarded with accurate details to the correct DevOps or resolving party team
- Actively promote self-services and where required guides customers through self-services processes and tool
- Is aware of the Helpdesk XLA performance drivers and aims to further improve the service and customers experience of live chat and ticket support
- Actively contribute to defining continuous improvements from XLA feedback and supports where applicable implementing improvements within the team- Can reach out to customers obtaining their feedback regarding the experience of the Helpdesk service and listen effectively to this feedback.
- Adopt strategies communicated by the SO designed to increase the Helpdesk XLA’s and KPI’s
- Adhere to operational processes and (compliance) procedures
- Manage their time meeting expected SLA’s and KPI’s on chats and tickets pick up and also ensuring that AUX/availability work codes are used accurately
- Timely calling out of outages and dependencies of tools, features and processes used by AHD impacting support to customers
- Complete refresher and new training modules on time before the communicated deadlines
- Share best practices in team, to share knowledge and experience with team members and learn from each other

**Communication/soft skills**
- Excellent communication with team members and SO
- Be open and receptive for guidance of the SO in relation to performance and work responsibilities
- Actively engage in team meetings and in one on one’s
- Give input from AHD perspective for changes/projects and shares ideas, suggestions, concerns and issues
- _Raise requirements for AHD to deliver even better support, which will go to the back log of other teams _
- Ask for feedback and give feedback
- Act in an agile way with an agile mindset
- Can be interviewing next team members with SO

**Agile way of working**
- Actively contribute in dailies, retro’s, OKR sessions, moon shot and product vision board reviews
- Use the Azure board / Jira Align
- Seek collaboration with fellow MITC’s and take responsibility in managing Helpdesk channels and queues
- Take responsibility in pulling and aligning on shifts distribution and coverage while taking holidays and calamities
- Picking up active/open tickets in Helpdesk queue in time, ensuring tickets are pulled, handled and resolved within ticket SLA.
- Give input for team objectives and key results, rolling up to the area’s moonshot, aiming to further improve the service and customers experience of live chat and ticket support.
- Take responsibility in developing own skills and therewith increasing skills levels via Helpdesk Active Learning, Roadmap, and other training.

**Reasoning level**

You work and reason at a matric/high school level or higher and have pr