Job Description

• Expect more. Connect more. Be more at Diebold Nixdorf.  Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Position Overview

• As a Monitoring Operator you are responsible for analyzing endpoint events within and provide technical analysis of Incidents and Service Requests within the ticket system.
• Due to your skills your target is to solve monitoring events, customer incoming calls on the phone with the provided remote tools.
• Your mission is to effectively and efficiently provide a single point of contact for engagement requests, incident and major incident management, while managing and monitoring the Diebold Nixdorf Banking and Retail Client’s to the customer satisfaction and contractual stipulations.

Key Responsibilities

• Act as escalation point for internal and external contacts, support groups and vendors for MS Implementations and MS service delivery technical issues to expedite problem resolution

• Eyes on glass

• Perform Settlement assistance, transaction inquiry assistance and investigations. 

• Perform and provide remote triage and resolution support to onsite banking and retail personnel 

• Interface with major account and stakeholders during client engagement when MS involvement is required list in Liaise with MS – Incident/Problem management team to drive stability and improvements  

• Interface with MS service delivery Support Teams 

• Notify any outages from client's end to the service delivery managers and vice versa. Proactively contact and notify client's network on any outages and monitor them till the issue is fixed

• Review and analyse MS connectivity reporting and triage issues 

• Effectively and efficiently, coordinate and communicate with internal and external facing contacts/support teams from issue initiation to crisis resolution. I.E: Identify symptoms, impacts, cause, possible work around and or resolution)

• Order of where the greatest amount of time will be spent 

• Handling of incoming technician calls and support of the incident resolution onsite

Qualifications

• Basic IT technical background and/or experience in the field 2+ Years

• Proficiency in French language is mandatory

• Willingness to work shifts

• Conviction through strong customer and service orientation paired with a high service mentality

• Analytical, organizational and communication skills

• Processes and customer orientation

• Self-learning and personal development is key for future growth

• Preparation of documentation, process descriptions, working aids and manuals

• Strong Interpersonal skills

• General IT overview, experience with Enterprise environment is advantage

• Knowledge of customer service principles and practices

• Experience with Banking and Retail Endpoints Monitoring Tools (ATMs, Tills, etc.)

• Knowledge from industry

• Close cooperation with 2nd and 3rd level support.

• Lieu de travail Maroc| Casablanca, Maroc
• Date d'expiration 15 Juin
• Niveau de poste Débutant / Junior
• Secteur d'activité Services
• Nombre de postes 01