Diebold Nixdorf

Global financial and retail technology provider

Associate Service Desk Representative

IT Service Desk & End User SupportPosted on Nov 13

Full-timeMakati, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Minimum of 0–2 years of relevant experience, or an equivalent combination of education and experience, in Service Desk Support.
Good written and spoken local/client language skills and business English skills are required.

Responsibilities

Provide proactive user helpdesk services for inbound customer service requests.
Diagnose and resolve hardware and software issues, perform software distribution, and create and update tickets to reflect changes.
Work with customers to ensure appropriate levels of engagement and communication, using available tools and resources, including remote tools.
Answer inbound customer calls and/or transform information from any customer service channel into the ticket system.
Check whether reported incidents are covered by contract and verify caller information, including address details; retrieve customer agreement on cost if no contract exists.
Engage with customers to understand reported issues and provide guidance according to solution tree and knowledge base protocols to diagnose and solve incidents, such as password resets and software configuration.
Use remote tools to troubleshoot, analyze, and resolve technical issues.
Escalate issues according to established procedure when resolution is unsuccessful and inform the customer of next steps.
Monitor revisions of assigned tasks in the Universal Work Queue (UWQ), creating and updating tickets to reflect changes such as cancellations or additional information.
Inform the manager or dedicated IRM team in case of customer escalations.
Document all activity and update the appropriate knowledge management, reporting, and other systems.
Ensure high levels of customer satisfaction.

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.

Required Qualifications

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.

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.

About the Company

Diebold Nixdorf

Global financial and retail technology provider

Diebold Nixdorf provides financial and retail technology solutions, helping banks and retailers automate and digitize their operations. Its offerings include ATMs, point-of-sale systems, software, and related services for financial institutions and retailers. The company combines hardware (ATMs and POS terminals) with software platforms and ongoing services, including maintenance and support, to enable transactions, cash management, and customer experiences. Unlike some competitors, it differentiates itself through a strong focus on software and services, a global footprint, and deep relationships with leading banks and retailers, allowing for tailored, end-to-end solutions. The goal is to help customers modernize their checkouts and banking experiences, drive efficiency, and adapt to changing financial and retail environments through integrated technology and long-term service partnerships.

Company size: Not listed
Company stage: IPO
Headquarters: North Canton, OH
Founded: 1859

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