SERVICE DESK COORDINATOR (NETWORK SUPPORT -L1)

Job Description

DieboldNixdorf

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.

Role: Service Desk Coordinator (Network Support -L1)

• As a Service Desk Coordinator, you are required to provide proactive user helpdesk services to inbound customer service requests.
• Diagnose and resolve Network 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.
• Use available tools and resources, including remote tools, to accomplish tasks.

Responsibilities:

• 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.

Eligibility Criteria:

• Minimum 15 years of regular education required (Non vocational courses)
• Technical background, e.g. education in information electronics, mechanics and/or SW skills OR essential professional knowledge of customer service principles and practices in BPO environment.
• Good technical knowledge in supporting customer specific Hardware and SW environment.
• Good command on English language skills
• Computer literacy, especially usage of Microsoft Office package.
• Willingness to work in rotating shift models (including graveyard shift) based on customer/ business requirements.
• Willing to work in rotational Week Off's model based on customer/ business requirements.
• Strength in communications, teamwork, processes and customer orientation.
• Education or equivalent work experience required.
• Minimum of 0-4 years of relevant experience or equivalent combination of education and experience in Service Desk Support (Network).
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

Job Detail:

Employer Contact Details: Show Info

Share :