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Posted 17 May, 2026

Senior Service Desk Representative

Diebold Nixdorf
Hyderabad, Telangana, India Full Time
Reference: 218_565960_16573

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software...

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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.

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

-Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations


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.

    • Required Qualifications

    • Education or equivalent work experience required.
    • Minimum of 0-2 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.

      #LI-KK3
  • Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
  • Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
  • Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
  • Uses remote tools to troubleshoot, analyze and resolve technical issues.
  • When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
  • Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
  • Informs manager or dedicated IRM team in case of customer escalations.
  • Documents all activity and updates the appropriate knowledge management, reporting and other systems.
  • Ensures high levels of customer satisfaction at all times.
  • 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.

    • This listing expired on 12 Jun. Applications are no longer accepted.

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