Diebold Nixdorf is hiring for Associate Service Desk Coordinator Role . This segment thoroughly explores the role, meticulously examining its essential criteria while also presenting pertinent supplementary details.
Diebold Nixdorf is hiring for Associate Service Desk Coordinator Role
| Company Name: | Diebold Nixdorf |
| Website: | www.Diebold Nixdorf.com |
| Job Role: | Associate Service Desk Coordinator |
| Location: | Hyderabad, Telangana, India |
| Qualifications: | Any Graduation in any stream |
| Salary: | 30,000/Month |
| Experience: | Fresher |
Job Description
The role involves delivering proactive user helpdesk services by addressing inbound customer service requests. Responsibilities include diagnosing and resolving hardware and software issues, managing software distribution, updating tickets to reflect changes, and ensuring effective engagement and communication with customers. Utilization of available tools and resources, including remote tools, is essential for task completion.
Responsibilities
- Answer inbound customer calls and/or input information from any customer service channel into the ticket system.
- Verify reported incidents are covered by contract and ensure accuracy of caller information, including address details; obtain customer agreement on costs if no contract exists.
- Engage with customers to gain further understanding of reported issues and provide guidance using solution tree and knowledge base protocol to diagnose and resolve incidents (e.g., password resets, software configuration).
- Utilize remote tools to troubleshoot, analyze, and resolve technical issues.
- Escalate unresolved issues according to established procedures and inform customers of next steps.
- Monitor the Universal Work Queue (UWQ) for assigned tasks, creating and updating tickets to reflect changes (e.g., cancellations, additional information).
- Inform manager or dedicated Incident Response Management (IRM) team in case of customer escalations.
- Document all activity and update appropriate knowledge management, reporting, and other systems.
- Maintain consistently high levels of customer satisfaction at all times.
Required Qualifications
- Education or equivalent work experience is necessary.
- Minimum of 0-2 years of relevant experience, or an equivalent combination of education and experience, in Service Desk Support is required.
- Proficiency in both the local/client’s language (written and spoken) and business English (written and spoken) is essential.
