Senior Service Desk Specialist

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.

Due to natural growth, we are increasing the size of our Service Desk teams. We are looking for people who are passionate about customer service and thrive on delivering unparalleled customer support. If you would like to join us on this journey of unprecedented growth, please apply and make this happen today.

As a Senior Service Desk you will provide proactive user helpdesk services to inbound customer service requests. You will diagnose and resolve hardware and software issues, perform software distribution, create and update tickets to reflect changes. You will work with customers to ensure appropriate levels of engagement and communication.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Excellent English skills (Written and spoken) required, min. C1 level
• Receive incident / service requests from call acceptance and / or level 1 agents and from atomized incidents.
• Provide technical support to address more complex / difficult service issues.
• Perform technical analysis of specific incidents and service requests, including check of ticket history.
• Leverage 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, provide information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gather recurring / systemic failure information and develop reports for management.
• Provide hardware and software training and advice for less experienced team members.

Skills Required

Training, Corporate, Helpdesk, Inbound Customer Service, Service Desk, Customer Support, Hardware, Management, Technical Analysis, Technical Support