**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** Join Kyndryl as a **Service Coordinator** and take on a dynamic role at the forefront of delivering exceptional IT services to our customers. You will ensure timely and effective resolution of customer issues, coordinate and manage service requests, and maintain clear communication throughout the service process. **Key Responsibilities:** * Coordinate IT service delivery, ensuring alignment with business needs and expectations. * Document and update service management procedures and workflows. * Monitor and report on Service Level Agreements (SLAs) and maintain ITSM systems for efficient service delivery. * Manage Service Support processes, including Incident, Problem, and Change Management, ensuring compliance. * Drive process improvements through service improvement plans and address negative trends impacting efficiency. * Provide education and guidance to process users when needed. * Perform post\-resolution incident reviews and evaluate effectiveness. * Lead incident recovery by driving incident bridges and consolidating integrated resolution plans. Invoke problem management processes for root cause analysis and communicate status of high\-priority incidents to customers. * **Your future at Kyndryl** Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won’t find anywhere else, including hands\-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. **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:** * Experience in a key IT discipline (desktop field services, network support, applications, security, or IT management). * Experience in Audiovisual * Ability to navigate between infrastructure and application platforms, business functions, end users, and senior management. * Expertise in desktop, technical, and help desk support, incident management, and service improvement. * Experience in SLA Management/Service Management. * Strong customer service and communication skills. * Fluent in Portuguese. **Preferred Skills:** * ITIL certification. * Excellent written and verbal communication skills. On site Support * **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.