Associate Service Desk Representative

About the role

Diebold Nixdorf is looking for an Associate Service Desk Representative to provide proactive help‑desk support for inbound customer requests. You will diagnose and resolve hardware and software issues, perform software distribution, and keep tickets up‑to‑date while ensuring clear communication with customers.

Key responsibilities

• Answer inbound calls and capture request details from any service channel into the ticketing system.
• Verify that incidents are covered by contract and obtain cost agreement when needed.
• Engage customers to understand issues and follow solution trees and knowledge‑base protocols for diagnosis and resolution (e.g., password resets, software configuration).
• Use remote tools to troubleshoot, analyze, and resolve technical problems.
• Escalate unresolved issues according to procedure and inform customers of next steps.
• Monitor the Universal Work Queue, update tickets for cancellations or additional information, and document all activity.
• Maintain high levels of customer satisfaction and keep knowledge‑management systems current.

Required profile

• Minimum 0‑2 years of relevant Service Desk support experience or an equivalent education/experience mix.
• Good local language skills (written and spoken) and business‑level English.

Required skills

• Remote troubleshooting tools
• Ticketing system usage
• Hardware troubleshooting
• Software troubleshooting
• Software distribution
• Password reset procedures
• Software configuration

What we offer

• Opportunity to work for a global technology leader with 23,000+ teammates.
• Inclusive culture that values collaboration, decisiveness, urgency, change, and accountability.
• Equal‑opportunity employment and commitment to diversity.