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 Responsibilities Responding to calls chats self-service tickets and perform effective triage resolving associates technical issues requests Clear documentation of the issues escalating to L2 L3 teams for the issues beyond SD scope of support 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 An ability to communicate with associates own the responsibility to cater the information to succeeding teams 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 Strives to continually exceed performance and customer service expectations Performs quality audits Qualifications Required Qualifications Diploma or equivalent work experience required Minimum of 5-9 years of relevant experience or equivalent combination of education and experience in Helpdesk Support Good business English German skills Written and spoken LI-PS1About Us Why should you join Diebold NixdorfBrightest 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