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Service Desk Representative

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You need 2-4 years of Service Desk Support experience or equivalent education, plus strong local language and business English skills, both written and spoken.
  • You will provide proactive helpdesk support, diagnose issues, update tickets, advise team members, ensure knowledge base accuracy, report data issues, and meet established KPIs.

Requirements

  • Required Qualifications
  • 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.

Responsibilities

  • 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.

FAQs

What are the primary responsibilities of a Service Desk Representative?

The primary responsibilities include providing proactive user helpdesk services, diagnosing and resolving hardware and software issues, performing software distribution, updating and managing tickets, and ensuring effective communication with customers.

What qualifications are required for this position?

A minimum of 2-4 years of relevant experience in Service Desk Support, or an equivalent combination of education and experience, along with good local/client's language skills and business English skills, both written and spoken.

Will I be working independently or as part of a team?

You will be working as part of a team, interfacing with customers and internal departments while also assisting less experienced team members and providing guidance as needed.

Are there opportunities for process improvements in this role?

Yes, you are encouraged to define and recommend working practices and other process improvements, as well as proactively inform management about potential problems and improvements.

How will my performance be evaluated in this position?

Your performance will be evaluated based on the achievement of established KPIs and your ability to effectively resolve customer inquiries and issues.

Is training provided for less experienced team members?

Yes, as a Service Desk Representative, you will be expected to advise and provide guidance to less experienced team members on processes and deviations.

What tools and resources are available for completing tasks?

You will have access to available tools and resources, including remote tools, to accomplish your tasks effectively.

How do I report faulty master data?

You are responsible for reporting any issues related to faulty master data as part of your job duties.

What is the importance of maintaining the knowledge base?

Maintaining the knowledge base is crucial for ensuring that the solution tree and information are up to date and can be appropriately applied to address customer issues.

We automate, digitize, and transform the way people bank and shop.

Consulting
Industry
10,001+
Employees
1859
Founded Year

Mission & Purpose

We automate, digitize and transform the way people bank and shop. We offer proven expertise and comprehensive portfolios in cutting-edge product technology, multi-vendor software and service excellence for financial and retail customers. Consumer behavior is changing rapidly; people are empowered and connected and expect unprecedented service and convenience. The world is “always on” – a digital era requiring us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds. Diebold Nixdorf employs approximately 21,000 employees in more than 130 countries worldwide. We are publicly traded on the New York Stock Exchange under the symbol “DBD.” Specialties: financial and retail self-service solutions, services, security solutions, software, cash management, branch and store transformation