Service Desk Representative(Level1)

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

Job summary

Diebold in Hyderabad, India, seeks a Technical Support Associate Level1 to provide proactive helpdesk support, diagnose hardware and software issues, and manage software distribution. You will create and update tickets, and work with customers to ensure clear communication and timely resolution.

The role requires 2–4 years of Service Desk/Technical Support experience, strong DNS/DHCP/TCP-IP knowledge, and good business English.

Qualifications

• Must have 2-4 years of relevant experience in Service Desk/Technical Support.
• Strong knowledge of DNS, DHCP, TCP/IP protocols.
• Good local language skills plus business English (written and spoken) required.

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.

Skills

DNS

DHCP

TCP/IP

Network connectivity

Routers

Switches

Education

BTech

MCA

BCA

BSC(CS)

Job description

Immediate to 15days Notice Period is Preferred

Shift Timings: Night Shifts, Rotational

Role: Technical Support Associate Level1

Must Have: Strong Knowledge or hands on experience in DNS, DHCP, TCP/IP protocols, network connectivity, routers, switches.

Shifts: Rotational

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.

Required Qualifications

BTech, MCA, BCA, BSC(CS) is mandatory for the role.

Must have 2-4 years of relevant experience or equivalent combination of education and experience in Service Desk Support/Technical SupportGood local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.