Senior Service Desk Representative

Senior Service Desk Representative

Provides proactive user helpdesk services to inbound technician service requests. Diagnoses and resolves hardware and software issues, performs software distribution, perform deployment activities 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.

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical advance level support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Deployment, Configuration and Installation of HWR and SWD.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 3 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.

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

Experience Level

Senior Level