Help Desk Analyst - Identity and Access Management

Kyndryl Solutions Private Limited; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Kyndryl Solutions Private Limited is seeking a Help Desk Analyst with IAM focus in Bengaluru. You will handle customer inquiries, troubleshoot issues, and provide empathetic support while building technical expertise in identity management and Microsoft 365.

Join a team that values continuous learning, remote collaboration, and career growth through certifications and hands-on experiences in a dynamic IT services environment.

Qualifications

• 1.6–2 years of service desk experience.
• ITIL foundations knowledge.
• Familiar with IAM concepts and Azure Active Directory.
• Experience with ServiceNow reporting.
• Strong communication and problem-solving skills.
• Experience with Microsoft 365 applications.

Responsibilities

• Deliver Helpdesk support by troubleshooting issues and resolving customer inquiries efficiently.
• Serve as the face and voice of Kyndryl, providing professional, friendly, and empathetic support to customers.
• Communicate with customers through multiple channels, including chat, email, and Microsoft Teams.
• Provide concierge-level customer service while ensuring a positive and seamless support experience.
• Manage multiple customer interactions and service requests in a fast-paced environment.
• Collaborate with back-office teams to escalate and resolve complex issues when required.
• 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 various technology platforms.
• Participate in ongoing training and professional development opportunities to enhance technical capabilities.
• Earn industry-recognized certifications, including Microsoft, Azure, and Google Cloud credentials.
• Build strong customer service, communication, problem-solving, and technical support skills while advancing a career in IT and technology services.

Skills

Customer service

ITIL

IAM concepts

Azure AD basics

Microsoft 365

ServiceNow

Remote support

Excel

Communication

Tools

ServiceNow

Microsoft Teams

Azure AD

Excel

Job description

Help Desk Analyst - IAM

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 Customer Service Representative at Kyndryl.

What You Will Do

• Deliver Helpdesk support by troubleshooting issues and resolving customer inquiries efficiently.
• Serve as the face and voice of Kyndryl, providing professional, friendly, and empathetic support to customers.
• Communicate with customers through multiple channels, including chat, email, and Microsoft Teams.
• Provide concierge-level customer service while ensuring a positive and seamless support experience.
• Manage multiple customer interactions and service requests in a fast-paced environment.
• Collaborate with back-office teams to escalate and resolve complex issues when required.
• 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 various technology platforms.
• Participate in ongoing training and professional development opportunities to enhance technical capabilities.
• Earn industry-recognized certifications, including Microsoft, Azure, and Google Cloud credentials.
• Build strong customer service, communication, problem-solving, and technical support skills while advancing a career in IT and technology services.

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 experienceExperience 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.

What You Can Expect

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.

Experience Level Senior Level