Associate Service Desk Representative

Diebold Inc.; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Diebold Nixdorf in Hyderabad, India, is seeking a Service Desk Support professional. You will handle inbound calls, create and update tickets, and use knowledge bases to guide issue resolution. You will also work with remote tools to diagnose hardware and software problems and escalate when needed.

The role requires 0-2 years of relevant experience, strong business English, and good local language skills. This is a full-time on-site opportunity with Diebold Nixdorf's diverse, global team.

Qualifications

• Education or equivalent work experience required.
• 0-2 years of relevant Service Desk Support experience or equivalent.
• Good local language skills and business English (written and spoken) required.

Responsibilities

• Answer inbound customer calls and translate information into the ticket system.
• Verify incidents are covered by contract and confirm caller details.
• Guide customers per knowledge base to diagnose and resolve incidents.
• Use remote tools to troubleshoot hardware and software issues.
• Escalate unresolved issues according to procedure and inform customer of next steps.
• Update and manage tickets reflecting changes and progress.

Skills

Service Desk

Ticketing System

Customer Service

English Proficiency

Education

Education or equivalent

Tools

Remote Tools

Knowledge Base

Job description

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

Responsibilities

• Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
• Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
• Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
• Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
• Informs manager or dedicated IRM team in case of customer escalations.
• Documents all activity and updates the appropriate knowledge management, reporting and other systems.
• Ensures high levels of customer satisfaction at all times.

Qualifications

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

About Us

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.