Easter Seals Jobs

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 preferably two years or more experience in Helpdesk or customer service environment.

Competences

Behavioural competencies:

• Operate with the agile way of working - with collaborative behaviour and a flexible and change or agile mindset.

• Be open and approachable, receptive to feedback and avoid defensiveness. Be vulnerable not afraid to tell if you are wrong or change your opinion.

• Communicate clearly and have a dialogue, not afraid to also hold your fellow team member accountable for a team’s performance metrics.

• Passionate about delivering WOW support and achieve great experiences for customers

• Enthusiastic to share first hand experiences with customers to other team to further drive improvements for customers

Other competences

• Fluency in Dutch ( applicable language requirement) is mandatory, both written and verbal

• Excellent team player and collaborator

• Customer focused

• Excellent communication skills, able to handle difficult conversations and various customer persona’s

• Efficient computer / typing skills

• Experience in Helpdesk or customer service

• Time management skills

• Willingness to learn and extend (technical) knowledge

• Affinity with Agile way of Working is a pre

• Understanding of incident/call management, live chat or ServiceNow is a pre

c. In fact, the learning opportunities are what most people like best about this role. It’s fun, challenging, and fast-paced – you definitely won’t be bored!

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

• Excellent Dutch language skills (verbal, written & reading)

• Strong command of English language (verbal, written & reading)

• Knowledge of Windows, Mac, or Linux operating systems

• Previous Helpdesk Support / Customer Care experience

• Troubleshooting and problem-solving skills

• Customer support knowledge

• Active listener with flexibility to modify approach and adapt to customer needs

• Ability to handle difficult conversations effectively, strong interpersonal skills and teamwork orientated.

• Stong typing speed skills > 30 wpm

• Flexible and able to work shifts as well as South African Public Holidays (where applicable)

• Continuous improvement mindset and striving to enhance support.

Preferred Skills and Experience

• ITIL Certification advantageous

• Previous Agile way of working practical experience

• ServiceNow experience / knowledge

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.

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.