Service Desk Representative
Diebold Nixdorf
Atizapan de Zaragoza, MÉX, Mexico1 month ago
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Job Type
full time
Description
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.Interfaces with customers and internal departments and helps resolve basic to moderately complex inquiries. Addresses issues escalated from less experienced team members. Proactively informs manager about potential problems and suggests improvement actions. Reports on faulty master data. Advises less experienced team members on process and other deviations. Updates and verifies USU solutions and KScout trees after verification with level 2 or solution experts. Ensures solution tree and knowledge base information is up to date and appropriately applied to address customer issues. Defines and recommends working practice and other process improvements. Ensures that established KPIs are achieved. Education or equivalent work experience required. Minimum of 2-4 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.
Required Qualifications
This job is found at InterviewStack.io
Skills
process improvementcustomer service
About Diebold Nixdorf
Diebold Nixdorf is a global leader in connected commerce with over 160 years of heritage. The company automates, digitizes, and transforms how people bank and shop worldwide, providing integrated software, hardware, and services for financial institutions and retailers. With approximately 20,000 employees and annual revenue of $3.76 billion, Diebold Nixdorf operates across more than 100 countries.