Help Desk Analyst - IAM

Kyndryl; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Kyndryl is hiring a Help Desk Analyst to provide first-line IT support and resolve technical issues for customers. The role emphasizes customer-focused service, collaboration with technical teams, and ongoing learning with certifications.

You will gain exposure to Microsoft 365 apps and a variety of platforms while developing your technical skills in a supportive, hybrid work environment.

Qualifications

• 1.6–2 years Service Desk experience required.
• Knowledge of ITSM/ITIL best practices is essential.
• Familiar with IAM concepts and access management.
• Overview knowledge of Azure and Active Directory.

Responsibilities

• Provide Help Desk support by troubleshooting and resolving technical issues.
• Serve as the primary contact for customers, delivering professional, friendly support.
• Communicate with customers via chat, email and Microsoft Teams.
• Deliver high-quality customer service and ensure a positive experience.
• Manage multiple incidents and priorities in a fast-paced environment.
• Collaborate with back-office and technical teams to resolve complex issues.
• Work with senior colleagues to develop technical expertise.
• Build proficiency in Microsoft 365 apps, especially Excel.
• Engage in learning and pursue certifications (Microsoft, Azure, Google Cloud).
• Develop documentation and knowledge base for faster resolutions.

Skills

Service Desk

ITIL

IAM concepts

Azure

Active Directory

ServiceNow

Customer focus

Communication

Tools

ServiceNow

Azure

Active Directory

Job description

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

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

• Provide Help Desk support by troubleshooting and resolving technical and service-related issues.
• Serve as the primary point of contact for customers, delivering professional, friendly, and empathetic support.
• Communicate with customers through multiple channels, including chat, email, and Microsoft Teams.
• Deliver high-quality customer service and ensure a positive customer experience with every interaction.
• Manage multiple incidents, requests, and priorities in a fast-paced support environment.
• Collaborate with back-office and technical teams to elevate and resolve complex issues effectively.
• Work alongside senior colleagues and mentors to develop technical expertise and industry knowledge.
• Build proficiency in Microsoft 365 applications, particularly Excel, and gain exposure to a variety of technology platforms.
• Participate in continuous learning, training, and professional development opportunities.
• Earn and maintain industry-recognized certifications, including Microsoft, Azure, and Google Cloud credentials.
• Strengthen technical support, problem-solving, communication, and customer service skills while advancing a career in IT.

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 is 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.

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.