Service Desk Representative

Diebold Inc.; Hyderabad; On-site; INR 350,000 - 480,000; Full time

Job summary

Diebold Nixdorf is seeking a proactive Service Desk professional to handle inbound customer service requests and diagnose hardware and software issues. You will use remote tools to resolve tasks and maintain communication with customers throughout the process.

Responsibilities include handling escalations, maintaining knowledge bases, and ensuring KPIs are met while contributing to process improvements within the team.

Qualifications

• Education or equivalent work experience required.
• Minimum of 2-4 years of relevant Service Desk Support experience.
• Good local language skills and business English (written and spoken).

Responsibilities

• Interfaces with customers and internal departments to resolve inquiries.
• Addresses issues escalated from less experienced team members.
• Proactively informs manager about potential problems and suggests improvements.
• Updates and verifies USU solutions and KScout trees after verification with level 2 or solution experts.
• Ensures knowledge base information is up to date and applied to issues.
• Defines and recommends process improvements and working practices.
• Ensures achieved KPIs.

Skills

Service Desk

Customer communication

Education

Education or equivalent work experience

Tools

USU solutions

KScout

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

• Interfaces with customers and internal departments and helps resolve basic to moderately complex inquiries.
• Addresses issues escalated from less experienced team members.
• Proactively informs manager about potential problems and suggests improvement actions.
• Reports on faulty master data.
• Advises less experienced team members on process and other deviations.
• Updates and verifies USU solutions and KScout trees after verification with level 2 or solution experts.
• Ensures solution tree and knowledge base information is up to date and appropriately applied to address customer issues.
• Defines and recommends working practice and other process improvements.
• Ensures that established KPIs are achieved.

Qualifications

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 2-4 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.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**