Senior Service Desk Representative

Role Overview: You will provide proactive user helpdesk services to inbound customer service requests at Diebold Nixdorf. You will diagnose and resolve hardware and software issues, perform software distribution, create and update tickets, and work with customers to ensure appropriate levels of engagement and communication. You will utilize available tools and resources, including remote tools, to accomplish tasks effectively. Key Responsibilities: - 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 a check of ticket history. - Leverage the corporate knowledge base, log files, and journal data to analyze failures and guide customers through incident resolution steps, including through remote access of the customer environment. - Provide information, including spare part recommendations, to assist field service technicians with onsite service provision if remote resolution is unsuccessful. - Gather recurring/systemic failure information and develop reports for management. - Offer hardware and software training and advice for less experienced team members. Qualifications: Required Qualifications: - Education or equivalent work experience is required. - Minimum of 4-6 years of relevant experience or an 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) are required. (Note: The information provided about the company is a brief overview and does not include detailed insights into all aspects of the organization. For more information, you can visit their official website.),