Senior 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 5-8 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)

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• Responding to calls, chats & self-service tickets and perform effective triage & resolving associates technical issues & requests.
• Handles more complex and business critical issues and problems.
• Identifies the root cause and takes responsibility for timely solution; escalates unusual or complex problems to engineering counterparts for advice and resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Leads multi-user support projects to address and resolve critical and complex systems issues.
• Participates in change release managements attending meetings to learn about new / proposed implementations, participate in testing and providing feedback.
• Collaborate with other members of the Service team to properly manage & document customer inquiries and escalate when necessary.
• Follow standard service desk processes and procedures, participating in KTs and cascading new process updates.
• Strives to continually exceed performance and customer service expectations.
• Performs quality audits.