Description:

Diebold Nixdorf is hiring an Associate Service Desk Representative for its technical service operations center in Hyderabad. Positioned on the front lines of corporate user infrastructure support, this role handles high-volume remote technical troubleshooting for global consumers and enterprise assets. You will be responsible for translating incoming phone calls, emails, and chat messages into structured tickets, verifying client service-level contracts, and utilizing remote management software to resolve hardware and application errors. The role operates within strict procedural solution trees and standardized knowledge bases, ensuring seamless routing and quick escalations for complex infrastructure bottlenecks.

Key Technologies:

Ticketing Systems, Remote Support Tools, Password Reset Utilities, Software Configuration Frameworks, Universal Work Queue (UWQ)

Requirements:

• Formal educational degree, technical diploma, or equivalent practical workspace experience.
• 0–2 years of hands-on experience operating within a technical service desk, corporate helpdesk, or customer-facing infrastructure support role.
• Proven ability to manage a continuous stream of incoming customer requests, validating contract coverage terms, auditing user address coordinates, and establishing out-of-warranty pricing agreements when necessary.
• Practical capability to follow structured decision trees and internal knowledge bases to diagnose endpoint faults, execute remote corporate password resets, and adjust local application configurations.
• Proficiency using remote desktop management utilities to securely connect to user endpoints, run system checks, and deploy target patch updates.
• Experience monitoring centralized work queues (such as the Universal Work Queue) to actively update, log, modify, or cancel service incidents while maintaining comprehensive audit logs.
• Understanding of corporate routing structures to efficiently hand off unresolved network or hardware tickets to specialized Incident Response Management (IRM) teams.
• Strong verbal and written command of business English, alongside solid local or client-specific language capabilities to coordinate with multi-regional user groups.
• Excellent active listening habits, high customer satisfaction metrics, clear communication capabilities, and complete comfort adapting to 24/7 rotational shift schedules.