Helpdesk Support Analyst

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.

Provides day-to-day technical support to employees and system / end users for infrastructure, internal systems and desktop hardware and software. Addresses and resolves failures, problems and questions relating to the operation of workstations, laptops, websites, software, peripherals, telephony, mobile devices and other equipment. Ensures optimal operation and business continuity.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 3-5 years of relevant experience or equivalent combination of education and experience in Helpdesk Support.
• Good business English skills (Written and spoken).
• Willingness to work in rotational shifts, based on business requirement.
• Understanding of ITIL & ITSM work structure (certification preferred)

#LI-VB1

• Responding to calls chats & self-service tickets.
• Effective triage & resolving associates technical issues & requests.
• Work with clients to evaluate and solve a diverse range of hardware, software and connectivity problems.
• Diagnoses and troubleshoots issues and resolves customer tickets regarding M365, Bitlocker, VPN, Zscaler, Citrix and other JAVA related applications.
• Performs encryption recovery and data backups.
• Configures and supports internal and / or external networks.
• Installs, troubleshoots and repairs hardware, software, printers, phone and AV equipment.
• Installs and maintains datacenter equipment and cabling.
• Recommends upgrades, patches and new applications and equipment.
• Collaborate with other members of the Service team to properly manage & document customer inquiries and escalate when necessary
• Strives to improve client experience interactions.