Diebold Nixdorf Associate Helpdesk Support Analyst
About the job
Job Description
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
- Gains familiarity with Helpdesk and related IT and technical support concepts, practices, and methodologies.
- With guidance, performs a range of routine support duties, including: Assisting with the provision of first-line user support.
- Supporting the use of remote access tools and services for end users.
- Troubleshooting hardware, software, and connectivity issues.
- Installing basic hardware and software.
- Assisting with installation and update of anti-virus software, and with decontamination of infected systems.
- Gathering and recording system inventory data.
- Escalates complex problems to a higher level of expertise within the organization.
- Keeps customers updated on ticket status ensuring the ticket is managed to closure.
- Learns and complies with DN Helpdesk, IT, peripheral, and related connectivity and security policies and procedures.
- Assists with special projects as assigned.
- A technical support specialist plays a key role in troubleshooting and resolving technical issues for end users.
- A technical support specialist handles troubleshooting and problem-solving for a business’s technology systems.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Ask customers targeted questions to quickly understand the root of the problem
- Refer to internal databases or external resources to provide accurate tech solutions.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- BS degree in Information Technology, Computer Science, or a relevant field
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
Qualifications
Required Qualifications
- Diploma or equivalent work experience required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Helpdesk Support.
- Good business English skills (Written and spoken).
About Us
Why should you join Diebold Nixdorf?
Brightest 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 based on 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 here – https://www.dieboldnixdorf.com/en-us/about-us/global-locations