Full Job Description
Functional and disciplinary responsible for managing a dedicated team within the Service Desk organization. Ensure timely and high quality delivery of services as well as providing continuous improvements within area of responsibility. Manage service delivery costs within assigned team. Development of assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction. Supports assigned team in daily business and also works in the line. Support of definition of principles and guidelines within area of responsibility.
Supports team members actively to resolve tickets.
Supports introduction of new customer projects.
Responsible for the clarification of ambiguous incidents or orders.
Development, adjustment and implementation of efficient procedures and processes considering the existing rules and guidelines.
Provide leadership to all assigned employees.
Communicate corporate and local targets and frameworks providing clear directions for all employees.
Motivate all assigned employees to deliver always give their best to achieve operational service excellence.
Develop "new talents" within the company for the future.
Encourage employees to take over accountability and responsibility.
Involved in Hiring and Recruitment of employees.
People driven A strong work ethos and always support one another to ensure we always get the desired results
Lead a team from the front, and always offer support. & mentorship
Creates solutions that enhance productivity, reduce costs
IT related Bachelor degree or Bachelor in business administration with technical background. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
Min. 3 years experiences in a technical service desk environment required.
Strong company knowledge and product understanding from call rates to specific processes. Understanding of the day to day Operations and experience in delivering improvement initiatives and providing Key KPI’s. Bringing and bridging teams to work as one for the overall benefit of the business. With Excellent proactive communication.
Deep knowledge of administration and service processes.
Expert knowledge in the required functional area.
Fluent local language written and spoken in good manner.
Highly Skilled English language are additionally implied (in speaking and writing).
Extended Knowledge of IT industry is required.
Very good skills in using MS Office products.
Technical Knowledge in operating systems, networks (WAN; LAN) and good analytical skills recommended.
ITIL Foundation Certificate recommended.
Track record on successful employee responsibility and leadership recommended.
Requisition Employer Description
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.
Areas of InterestCustomer Service
Primary LocationHyderabad, Telangana, India
Remote - Work from HomeNo