Description:

Diebold Nixdorf is hiring for the role of Associate Service Desk Representative in Hyderabad. This position is ideal for fresh graduates or early-career professionals looking to build a career in IT service desk and technical support.

In this role, you’ll provide proactive support to customers by handling inbound service requests, diagnosing and resolving software and hardware issues, using remote tools to troubleshoot, and escalating issues when required. You’ll also maintain accurate records, update tickets, and ensure high levels of customer satisfaction at all times.

Diebold Nixdorf, with its global presence in over 130 countries, offers a collaborative and growth-driven work environment where innovation, technology, and customer service meet.

Roles and Responsibilities:

• Handle inbound customer calls and create/update tickets in the system.
• Verify incident coverage under contracts and confirm customer details.
• Diagnose and resolve basic issues (password resets, software configuration, etc.) using solution trees and knowledge bases.
• Use remote tools to troubleshoot and resolve technical problems.
• Escalate unresolved issues as per established procedures.
• Monitor assigned tasks in the Universal Work Queue (UWQ).
• Document activities and update knowledge management systems.
• Maintain high levels of customer engagement and satisfaction.

Key Technical Skills:

Service Desk Support, Ticketing Systems, Remote Troubleshooting, Customer Support, Incident Management, Knowledge Base Usage, Basic Hardware & Software Troubleshooting

Requirements:

• Education: Degree or equivalent work experience.
• 0–2 years of relevant experience in IT Service Desk or Technical Support.
• Good communication skills in local language and strong business English (written and spoken).
• Ability to work in shifts as required.
• Strong customer service mindset with problem-solving ability.