Level 2 Service Desk Agent

2 days ago

Malaysia Diebold Nixdorf Full time

**Position Overview**

The Second Level Agent is responsible for the technical analysis of Incidents and Service

Requests within the ticket system, as well as supporting the engineers in the field (Engineer Helpdesk). Due to the skills target is to solve calls on the phone or remotely and / or provide a spare part proposal for the field service provider.

**Key Responsibilities**
- Work on assigned tickets and dedicated task list (UWQ) under consideration of given SLA's.
- Responsible for ensuring that the set KPIs are achieved.
- Handling of incoming technician calls and support of the incident resolution onsite.
- Report on faulty master data if noticed.
- Receive incidents/ Service Requests from Call Acceptance Agents, 1st Level Agents or atomized incidents.
- 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 process definition. If incident is solved, log all required debriefing information in the ticket according to process definition (including usage of service coder).
- Analyze Fixed Time Rates and Repeat Call Rates and suggest how we can improve it.

**Required Qualifications**

**Education**:

- Technical background, e.g. education in information electronics, mechanics. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
- Min. 1 year experience in a call center environment, preferred in technical service environment.

**Preferred Qualifications**
- Knowledge of customer service principles and practices.
- Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.

**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

Experience LevelMid-Senior Level Associate

CountryMalaysia

Primary LocationMalaysia

Remote - Work from HomeNo

  • Service Desk Agent

    5 hours ago

    Malaysia Fujitsu Full time

    Service Desk agent - Japanese local speaker - Support for Japan retail stores (hardware and software devices in a store) - Requirements JLPT N1 or completed higher education in Japan University - Retail support. - IT Knowledge or SD experience added advantage. Work Location/Project = Office / WFH (Hybrid) H&M - Schedule (Shift/Non-shift) = Shift (5am -10pm)...

  • Service Desk Specialist

    2 weeks ago

    Malaysia Chubb Full time 30,000 - 60,000 per year

    DescriptionKey ObjectiveThe position and role shall deliver related services to agents within set standards and service level.Compliance with prevailing Insurance Act 1996, Financial Services Act 2013, PIAM, Bank Negara guidelines and Chubb policies and procedures is expected. Major duties and responsibilitiesProvide response to relevant requests and...

  • Agent Servicing Representative

    1 week ago

    Malaysia Chubb Full time 30,000 - 75,000 per year

    DescriptionAt Chubb, we're looking for a dedicated Agent Servicing Customer Service Representative to support our valued distribution partners and agents. In this role, you'll be the go-to expert, helping agents succeed as they represent Chubb's trusted products.You'll thrive in a collaborative environment where your attention to detail, problem-solving...

  • Analyst, Regional Service Desk

    1 week ago

    Malaysia Ricoh Full time 450,000 - 700,000 per year

    Job Summary Analyst, Regional Service Desk is responsible for ensuring that the IT infrastructure remains stable and that users receive uninterrupted support and assistance. They serve as point of contact for resolving technical issues and provide effective solutions that help organizations maintain their productivity and efficiency. Job Description...

  • service Desk Support

    2 weeks ago

    Malaysia Netpoleon Group Full time

    Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc - a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have...

  • Service Desk Agent

    2 weeks ago

    Malaysia Career International Full time

    To provide a single point of contact for users, - Deals with management of both routine and non-routine incidents and requests. - Provision of 1st line support for incidents. - Takes ownership for listening to and understanding basic customer problems - Asking relevant questions to resolve typically known problems within required timescales. - Knows when...

  • Service Desk Expert

    6 days ago

    Malaysia Fujitsu Full time

    Key Accountabilities Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users. Process. Follows established processes, releasing...

  • Service Desk Agent

    2 weeks ago

    Malaysia Office -Penang Centific Full time 30,000 - 60,000 per year

    About CentificAt Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people– from our annual creative film and speech contests to our weekly office game tournaments,we mix...

  • Service Desk Agent

    2 weeks ago

    Malaysia Office -Penang Centific Full time 30,000 - 60,000 per year

    About CentificAt Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people– from our annual creative film and speech contests to our weekly office game tournaments,we mix...

  • Service Desk Analyst

    2 weeks ago

    MY - Petaling Jaya,Malaysia(MY) DXC Technology Full time 45,000 - 80,000 per year

    Job Description:We are seeking a highly motivated individual to join our team as a Service Desk Analyst for Native Japanese. The ideal candidate will be responsible for resolving technical issues related to network, hardware and software for both internal and external customers, providing proactive support, and ensuring customer satisfaction.Key...