Job Description

Job Title: IT Service Desk Senior Analyst - Spanish

Location (City, Country): Hyderabad, India

Eligible to Work Remotely: No.

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.

Position Overview

• Technical Sr. Analyst -Spanish is a member of the Service Desk team covering the day-to-day IT support activities via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level IT support & escalate issues beyond scope to relevant L2 teams. Liaising between technical teams to provide end to end support.

• Ability to communicate with native speakers; both verbal and written.

• Activities includes diagnosing & resolving technical issue both hardware and software involving internet connectivity, email clients, Password Resets, Printers and internal applications. Working knowledge of supporting applications like MFA, Oracle and SAP. Understanding of domain related issues and concepts of OS reimaging.

You are responsible for

• 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.
• Mentor and assist other members of the Service Desk team.

Qualifications

• 5.5 to 09 years of good technical knowledge in supported customer specific Hardware and SW environment.
• Verbal & written proficiency with a minimum certification of level B2 and above.
• Knowledge of customer service principles and practices.
• PC literacy, especially usage of Microsoft Office package.
• Any Graduate with 10+2+3 years of education, preferably from Computers background
• Problem solving ability - identify and resolve.
• Ability to communicate clearly and accurately.
• Active listening skills. Should be able to multi-task.

• Mandatory technical skills like MS OS, Microsoft Office suite, Citrix, VPN & Network related issues, Hands on experience of AD.
• Should be able to provide remote assistance to end users.
• Supporting Desktop, Laptops Printers & mobile phones.
• Able to take ownership of escalated issues and resolve them to user satisfaction.

Preferred Qualifications

• Willingness to work in rotational shifts, based on business requirement.
• Understanding of ITIL & ITSM work structure (Certification recommended)
• Relevant business experience.

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 on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Requisition Employer Description

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 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