Key User - Global Service Desk - Hyderabad @ Diebold Nixdorf

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.

You are responsible for

• Responsibility to ensure all customer request (alerts, chat, web and/or telephone traffic) into the team are responded to promptly and to defined procedures and service levels.

• Support service operation to be delivered by having availability to have access to essential tools and knowledge

• Maintaining optimizing virtual assistance in project

• Maintaining optimizing intelligent IVR in project

• Maintaining optimizing customer portal in project

• Creating Maintaining Optimizing EBS/Siebel Ticket templates

• Create, review and improve technical documentation for different IT Tools

• Support and verify process of BCM

• Support DN internal change management

Qualifications

• Bachelor degree in IT/Engineering/Economics or equivalent.

• Ideally professional education in service or process oriented profession. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.

• Min. 2 years of experience in a technical service desk environment required.

• Knowhow in DN service processes, in particular incident management process

• Experience in service station, retail business beneficial or banking

• Experience in knowledge management methods, scope analysis and tools

• Software and technical skills on expert level

• Knowledge of client based operating system installation, configuration, trouble shooting

Preferred Qualifications

• ITIL Foundation recommended

• Very good skills in using MS Office products.

• Good knowledge of and experience in using the relevant tools and procedures.

• Very good command of English (written and spoken)

• Fluent local language written and spoken in good manner

• Extended Industry and Product Knowhow preferred

• Good technical knowledge