IT Support Specialist (English)
Diebold Nixdorf
Warszawa Jeroz., PL
3 d. temu

Position Overview

The First Level Agent is responsible to provide proactive User Helpdesk Services to inbound customer service requests. This includes the usage of remote tools to analyze and resolve tickets.

Answer "How do I questions" for dedicated Hardware and Software within the customer environment and perform software distribution to endpoints.

Monitoring Universal Work Queue’s (UWQ) - revision of assigned tasks. Creating and Updating the tickets in case of changes (cancelation, additional information).

In case the customer is calling, provide the status of the ticket. Handling the E-Mails with additional questions from other levels.

Due to the skills, is able to solve the majority of incidents directly.

You are responsible for

  • Guide customers according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.
  • If not successful inform the customer about the next steps.

  • Answer inbound customer calls, including a detailed recording of the issue according to defined processes.
  • Transform tickets created by any Customer Service channel into the Ticket system
  • Identify and escalate situations requiring urgent attention
  • Provide detailed information on all performed activities to the next appropriate level according to the process definition.
  • If the incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder).

    In dedicated cases enter debriefing information from field services.

  • To update the call management system accurately and efficiently with call details, actions taken and resolution
  • To proactively monitor systems in order to pre-empt customer issues and calls
  • To ensure high levels of customer satisfaction with individual calls
  • If not successful in solving the ticket, forward to the next appropriate level
  • Usage of remote tools (where applicable) to analyze and resolve tickets
  • Answer How do I Questions for Hardware and Software in the customer environment.
  • Qualifications

  • Very good command of English
  • Good technical knowledge in supported customer-specific hardware and SW environment desired
  • PC literacy, especially the usage of Microsoft Office package
  • Willingness to work in shift models, based on customer requirements
  • Knowledge of customer service principles and practices
  • Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone
  • Preferred Qualifications

  • Experience in a similar position
  • Industry Knowhow
  • English language skills are additionally implied
  • 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.

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