Key User - Global Service Desk - Hyderabad
- Diebold Nixdorf
- 2 - 7 years
- Hyderabad
- 3 years ago
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Job Description
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
Job Classification
Industry: IT Services & ConsultingFunctional Area: Customer Success, Service & Operations,
Role Category: Non Voice
Role: Non Voice
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: Diebold NixdorfLocation(s): Hyderabad
Keyskills: Change Management Installation Siebel Ms Office Service Desk Banking Incident Management
Diebold Nixdorf
Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The wor...
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