L1 Service Desk Analyst (German & English)

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 Scope & Stack Windows 11 Microsoft 365 Applications Microsoft Teams Outlook Active Directory / Entra ID (basic administration) ServiceNow (or equivalent ITSM tool) Mobile Devices (iOS / Android) VPN & Remote Access Printers and Peripherals Basic Hardware Support Responsibilities Act as the first point of contact for IT incidents and service requests. Provide support to users via phone, chat, email, and ticketing system in German and English. Troubleshoot hardware, software, operating system, and connectivity issues. Perform password resets, account unlocks, and basic user administration. Support Microsoft 365 applications and collaboration tools. Assist users with VPN, remote access, and mobile device issues. Install, configure, and support standard software applications. Escalate unresolved or complex incidents to L2 support teams. Maintain accurate ticket documentation and ensure SLA compliance. Follow incident, request, and escalation management procedures. Who You Are Key Skills Excellent customer service and communication skills. Strong troubleshooting and analytical abilities. Knowledge of Windows operating systems and Microsoft 365. Ability to work in a fast-paced service desk environment. Strong organizational and time-management skills. Ability to work independently and as part of a team. Language Requirements German: Fluent (C1/C2 level) – spoken and written. English: Professional working proficiency (B2/C1 level) – spoken and written. Ability to provide technical support and communicate effectively with users in both languages. Experience 0–2 years of experience in Service Desk, Help Desk, Desktop Support, or IT Support. Relevant internships, apprenticeships, or entry-level IT experience are considered an advantage. 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.