Senior Service Desk Representative

Diebold; Hyderabad; On-site; INR 480,000 - 720,000; Full time

Job summary

Diebold in Hyderabad, India, is seeking a Service Desk Support professional to diagnose and resolve hardware and software issues, perform remote assistance, and manage incident tickets. You will collaborate with customers to ensure timely engagement and clear communication.

Proficiency in business English and local language is required. This role emphasizes incident analysis and knowledge-base-based resolutions.

Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/clients language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.

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.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/clients language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.