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Associate Service Desk Representative
About the Company
Diebold Nixdorf is a global company with over 23,000 employees across more than 130 countries. They focus on leveraging future technologies to create personalized and secure consumer experiences that bridge the gap between people and commerce. The company fosters a culture based on collaboration, decisiveness, urgency, adaptability, and accountability. Diebold Nixdorf is an equal opportunity employer committed to diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status. They have multiple operating entities worldwide.
Job Description
The Associate Service Desk Representative will provide proactive helpdesk services to address inbound customer service requests. This role involves diagnosing and resolving hardware and software issues, managing software distribution, creating and updating support tickets to accurately reflect changes, and maintaining strong customer engagement and communication. The representative will utilize various tools, including remote access solutions, to effectively perform their duties. The position requires ensuring high levels of customer satisfaction by thoroughly documenting all activities and updating relevant knowledge management and reporting systems.
| Company Name | Diebold Nixdorf |
|---|---|
| Role | Associate Service Desk Representative |
| Location | Hyderabad, Telangana, India |
| Salary | |
| Job Type | Full-time |
Responsibilities
- Answer inbound customer calls and process information from various customer service channels into the ticketing system.
- Verify that reported incidents are covered by existing contracts and ensure all caller information, including address details, is accurate. Obtain customer agreement on costs if no contract is in place.
- Engage with customers to thoroughly understand reported issues and provide guidance for diagnosing and resolving incidents (e.g., password resets, software configuration) according to established solution trees and knowledge base protocols.
- Utilize remote tools to troubleshoot, analyze, and resolve technical issues effectively.
- Escalate issues according to established procedures when initial resolution is unsuccessful, and inform the customer about the subsequent steps.
- Monitor assigned tasks within the Universal Work Queue (UWQ) and create/update tickets to reflect any changes, such as cancellations or additional information.
- Report customer escalations to the manager or the dedicated Incident Resolution Management (IRM) team.
- Document all activities and maintain updates in appropriate knowledge management, reporting, and other systems.
- Consistently ensure high levels of customer satisfaction.
Qualifications
- Requires an education or equivalent work experience.
- Minimum of 0-2 years of relevant experience, or a comparable combination of education and experience in Service Desk Support.
- Proficiency in local/client’s language (written and spoken) and business English (written and spoken) is mandatory.
Skills
ATS Keywords
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Frequently Asked Questions
While not explicitly detailed, entry-level roles like this often provide a foundation for advancement into more senior technical support, specialized IT roles, or team leadership positions within the service desk or broader IT departments, based on performance and further development.
The job description mentions ‘remote tools’ generally. Specific tools may vary, but common industry solutions like TeamViewer, LogMeIn, or built-in OS remote desktop features are likely candidates.
Although not explicitly stated, companies typically provide onboarding and training for entry-level roles, especially in technical fields, to ensure representatives are equipped with the necessary knowledge of their systems and protocols.
Business English proficiency, both written and spoken, is required, alongside good local/client’s language skills. This indicates a need for clear and professional communication with a diverse customer base.
Other Information
The company explicitly states that they do not accept unsolicited resumes from recruitment agencies and is not responsible for any fees associated with them. Candidates can find a list of Diebold Nixdorf’s operating entities at https://www.diebold-nixdorf.com/en-us/about-us/global-locations.
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How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
- Fill Out the Application: On the official website, fill out the application form with the provided information.
- Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
- Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.
