Service Desk Associate: Fast IT Help & Resolution

Diebold Inc.; Toluca; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Diebold Nixdorf is seeking a Service Desk Support professional in Toluca, Mexico. The role involves proactive helpdesk support, diagnosing hardware and software issues, and coordinating with customers to ensure engagement and proper communication.

You will use remote tools and ticket systems to resolve incidents and escalate when needed. The ideal candidate has 0-2 years of relevant experience, strong language skills in local language and business English, and a customer-centric approach.

Qualifications

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

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 is correct.
• Engages with customers to understand reported issues and provide guidance to diagnose and solve incidents.
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• Escalates issues according to established procedure when resolution is unsuccessful and informs customer of next steps.
• Monitors the Universal Work Queue by updating tickets reflecting changes.
• Informs manager or IRM team in case of customer escalations.
• Documents all activity and updates knowledge management, reporting and other systems.
• Ensures high levels of customer satisfaction at all times.

Skills

Customer service

Communication

English language

Education

Education or equivalent work experience

Tools

Ticket system

Job description

Diebold Nixdorf is seeking a Service Desk Support professional in Toluca, Mexico. The role involves proactive helpdesk support, diagnosing hardware and software issues, and coordinating with customers to ensure engagement and proper communication.

You will use remote tools and ticket systems to resolve incidents and escalate when needed. The ideal candidate has 0-2 years of relevant experience, strong language skills in local language and business English, and a customer-centric approach.