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Associate Service Desk Coordinator

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Diebold Nixdorf

Sep 22

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You need 0-2 years of Service Desk Support experience or equivalent education, plus strong local language and business English skills, both written and spoken.
  • You will handle customer calls, log tickets, verify contracts, troubleshoot issues, escalate as needed, update tasks, and ensure high customer satisfaction through effective communication and support.

Requirements

  • Required 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 local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

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.

FAQs

What is the main responsibility of the Associate Service Desk Coordinator?

The primary responsibility is to provide proactive user helpdesk services by diagnosing and resolving hardware and software issues, handling inbound customer service requests, and ensuring effective communication with customers.

What qualifications are required for this position?

A minimum of 0-2 years of relevant experience in Service Desk Support or an equivalent combination of education and experience is required, along with good local language skills and business English skills.

How do I escalate issues if I cannot resolve them?

If resolution is unsuccessful, you should escalate the issues according to the established procedures and inform the customer of the next steps.

What tools and resources will I be using?

You will use available tools and resources, including remote tools, to troubleshoot, analyze, and resolve technical issues.

Is there an opportunity for growth within the company?

Yes, Diebold Nixdorf values collaboration and innovation, providing opportunities for professional development and career advancement.

Are there any specific customer satisfaction goals associated with this role?

Yes, ensuring high levels of customer satisfaction at all times is a key responsibility of the position.

Will I need to document my activities?

Yes, you are required to document all activities and update the appropriate knowledge management, reporting, and other systems.

How are customer incidents verified?

You will check to ensure reported incidents are covered by contract and verify that all caller information, including address details, is accurate.

Does Diebold Nixdorf offer diversity and inclusion initiatives?

Yes, Diebold Nixdorf values diversity and is an equal opportunity employer, committed to creating an inclusive environment for all employees.

Can I apply from different countries?

Yes, Diebold Nixdorf operates in multiple locations globally, and candidates from different countries are welcome to apply for this position.

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Diebold Nixdorf

We automate, digitize, and transform the way people bank and shop.

Consulting
Industry
10,001+
Employees
1859
Founded Year

Mission & Purpose

We automate, digitize and transform the way people bank and shop. We offer proven expertise and comprehensive portfolios in cutting-edge product technology, multi-vendor software and service excellence for financial and retail customers. Consumer behavior is changing rapidly; people are empowered and connected and expect unprecedented service and convenience. The world is “always on” – a digital era requiring us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds. Diebold Nixdorf employs approximately 21,000 employees in more than 130 countries worldwide. We are publicly traded on the New York Stock Exchange under the symbol “DBD.” Specialties: financial and retail self-service solutions, services, security solutions, software, cash management, branch and store transformation