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Service Desk Specialist (L1 / L2- International Voice Process)

0.00 to 8.00 Years   Hyderabad/ Secunderabad (Telangana)   22 May, 2025
Diebold Nixdorf
Job LocationHyderabad/ Secunderabad (Telangana)
EducationAny Graduate
SalaryAs per Industry Standards
IndustryIT-Hardware/Networking, Telecom
Functional AreaOperations/Customer Service/Telecalling/Backend
EmploymentTypeFull-time

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.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, cancellations, 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.
Required Qualifications
  • Education or equivalent work experience required.
  • Minimum of 0-8 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.
Why should you join Diebold NixdorfBrightest mindstechnology and innovationbusiness 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, age, marital status, veteran status, or disability status.To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes.#LI-VL1Locations: Hyderabad, Telangana, India

Keyskills :
helpdesk support technical troubleshooting ticketing system customer engagement software configuration escalations inbound customer service inbound customer service customer satisfaction

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