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    Job · 16552871

    Diebold Nixdorf logo

    Associate Service Desk Representative

    Diebold Nixdorf · Hyderabad · onsite · Posted 42d ago

    Undisclosed2–7 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About 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.
    Required Qualifications
    • Education or equivalent work experience required.
    • Minimum of 2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
    • Good local/clients language skills (Written and spoken) as well as business English skills (Written and spoken) required.
  1. Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
  2. 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.
  3. 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).
  4. Uses remote tools to troubleshoot, analyze and resolve technical issues.
  5. When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
  6. Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
  7. Informs manager or dedicated IRM team in case of customer escalations.
  8. Documents all activity and updates the appropriate knowledge management, reporting and other systems.
  9. Ensures high levels of customer satisfaction at all times.


    10. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

    Sourced from naukri

    Skills

    Customer Servicecustomer satisfactionknowledge managementsoftware configurationBusiness EnglishHelpdeskinboundInbound Customer Service

    About Diebold Nixdorf

    Diebold Nixdorf logo

    Diebold Nixdorf

    IT Services & Consulting

    2.5k+

    employees

    1992

    34 years old

    Mumbai, Maharashtra

    United States

    ₹11.2L PA avg

    Avg at Diebold Nixdorf

    About

    Diebold Nixdorf offers world-leading banking solutions and retail technology systems that help banks, credit unions and retailers meet the needs of connected consumers.

    Industries

    IT Services & Consulting

    Employee ratings

    10 reviews

    3.7/ 5

    Culture

    3.4

    Career growth

    3.1

    Work-life

    3.3

    Employees rate it well for

    Overall Company37Work-Life Balance36

    Find them on

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    Associate Service Desk Representative · waiting for your command