Associate Service Desk Representative
Diebold Nixdorf
Associate Service Desk Representative
About this role
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.
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.
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.
Required Qualifications
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
Frequently Asked Questions
Is the salary disclosed for the Associate Service Desk Representative position at Diebold Nixdorf?
The salary for this Associate Service Desk Representative role at Diebold Nixdorf is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Associate Service Desk Representative position at Diebold Nixdorf located?
This Associate Service Desk Representative role at Diebold Nixdorf is based in Toluca, MÉX, Mexico. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Associate Service Desk Representative role at Diebold Nixdorf full-time or part-time?
This is listed as a Full time position. It is posted as a Associate Service Desk Representative role at Diebold Nixdorf.
How do I apply for the Associate Service Desk Representative position at Diebold Nixdorf?
Click the "Apply Now" button on this page. You will be redirected to Diebold Nixdorf's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Associate Service Desk Representative job at Diebold Nixdorf posted?
This Associate Service Desk Representative position at Diebold Nixdorf was posted on Aug 27, 2026. Apply as soon as possible — early applications are often reviewed first.
Associate Service Desk Representative
Diebold Nixdorf
You'll be redirected to Diebold Nixdorf's official application page on oraclecloud.