L1 Service Desk Jobs in Hyderabad - Diebold Nixdorf

The mission of the Role:

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 ticket. Handling the E-Mails with additional questions from other levels. Due to the skills, is able to solve the majority of incidents directly.

Reporting and Interfaces to Other Roles:
Reports to: Team Manager

Key accountabilities:

Customer Relationship (external as well as internal)

·         Guide customer 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 next steps.

·         If necessary cancel a customer incident at customer's a request or updates the information in the ticket and answer on customer enquiries regarding the status of request processing (e. g. Engineer Time of Arrival).

·         Ensure high levels of customer satisfaction with individual calls.

·         In dedicated cases provide briefing information to an appropriate third-party provider.

Operational Deliverables and Contribution

·         Answer inbound customer calls, including detailed recording of the issue according to defined processes.

·         Check if the reported incident is covered by contract and also if caller information and  details are correct, then initiate defined actions.

·         Transform tickets created by any Customer Service channel into the Ticket system.

·         Retrieve customer agreement on cost coverage, if no contract exists.

·         Identify and escalate situations requiring urgent attention.

·         Inform Line Manager or dedicated IRM team in case of customer escalations.

·         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.

·         Responsible for ensuring that the set KPIs are achieved.

·         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

·         Provision of added value services during non-peak times.

·         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 The software in the customer environment.

·         Enter correct spare part proposal by using individual product configuration details.

Processes and Improvements

·         Observe technical or process problems at all times

·         Proactively inform Line Manager about potential problems and suggest improvement action.

·         Report on faulty master data if noticed.

·         To make recommendations on potential improvements to working practices and performance IE feedback on Knowledge tree

·         To be consulted with in case of process changes need to be done. – Only for Senior L1 Agent

Knowledge Management

·         Usage of available solution trees and Knowledge base to resolve tickets and advise the customer on appropriate actions on the phone.

·         Updating and verifying USU solutions and KScout trees after verification with 2nd level or Solutions experts. – Only for Senior L1 Agent

·         Frequently use the corporate knowledge base to find solutions and provide input for it.

Skills / Acquired Knowledge

Experiences in the following topics are essential:
• Good technical knowledge in supported customer-specific Hardware and SW environment
• Knowledge of customer service principles and practices.
• Native Speaker quality in required local language/primary language.
• English language skills are additionally implied.
• PC literacy, especially the usage of Microsoft Office package.
• Willingness to work in shift models, based on customer requirements.
• Industry Knowhow preferred.

·         Min. 6 months or more experience in a call the center environment is recommended

·         Technical background, e.g. education in information electronics, mechanics and/or SW skills.

• In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.