Service Desk Representative

Diebold Inc.; Mexico; On-site; PHP 335,000 - 513,000; Full time

Job summary

Diebold Nixdorf in the Philippines seeks a service desk professional to provide proactive user support, diagnose and resolve hardware and software issues, and manage software distribution and remote tooling.

You will interface with customers and internal teams, escalate when needed, and help maintain knowledge bases and KPIs while delivering timely, clear communication in English.

Qualifications

• Education or equivalent work experience required.
• Minimum of 2-4 years of relevant experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as 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

Customer service

Business English

Communication skills

Education

Education or equivalent experience

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.