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Associate Service Desk Coordinator
1 month ago
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 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 Qualifications 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 Brightest minds technology and innovation business 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-KM1About Us Why should you join Diebold Nixdorf Brightest minds technology and innovation business 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 gender identity 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 We are a global Company operating in multiple Locations and Entities As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer A List of our operating entities can be found Diebold Nixdorf
