L1 Service Desk Agent with Polish

Diebold Inc.; Warszawa; Hybrid; PLN 57,000 - 81,000; Full time

Benefits offered by this job

Private Medical Care

Cafeteria Program

Multisport Card

Life Insurance

26 Days Annual Leave

Learning & Development

Employee Assistance Program

Employee Referral Program

Supportive & Inclusive Culture

Job summary

Diebold Nixdorf is seeking a Service Desk Support professional to provide user helpdesk services, diagnose technical issues, and ensure customer satisfaction. This role involves engaging with customers, documenting incidents, and using remote tools to troubleshoot various hardware and software issues.

With a hybrid work model, the position offers private medical care, annual leave, and opportunities for learning and development in a multicultural environment.

Qualifications

• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good Polish and English language skills required.

Responsibilities

• Answers inbound customer calls and transforms information into the ticket system.
• Checks to ensure reported incidents are covered by contract.
• Engages with customers to further understand reported issues.
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• Monitors the Universal Work Queue and updates tickets.
• Documents all activity and updates knowledge management systems.
• Ensures high levels of customer satisfaction at all times.

Skills

Good Polish

Good English

Service Desk Support

Education

Education or equivalent work experience

Job description

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Position overview

Person in this role 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

• 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, including address details, are correct - retrieves customer agreement on cost if no contract exists.
• Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
• Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
• Informs manager or dedicated IRM team in case of customer escalations.
• Documents all activity and updates the appropriate knowledge management, reporting and other systems.
• Ensures high levels of customer satisfaction at all times.

Qualifications

• Education or equivalent work experience required
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good Polish and English language skills (Written and spoken) required.

We offer

• Contract of Employment
• Private Medical Care
• Cafeteria Program
• Multisport Card
• Life Insurance
• Hybrid Work Model (if applicable)
• 26 Days Annual Leave Regardless of Seniority
• Learning & Development (8,000+ Trainings)
• International & Multicultural Environment
• Employee Assistance Program
• Employee Referral Program
• Supportive & Inclusive Culture.

Pay Transparency Statement

The monthly base salary range for this position is 5,100.00 PLN Gross to 7,300.00 PLN Gross.
Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

#LI-AO2 #LI-Hybrid

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.