Senior Service Desk Representative

Role Overview Diebold Nixdorf is seeking a Senior Service Desk Representative to join our global operations team in Hyderabad. In this remote role, you will handle escalated customer requests, diagnose complex system failures, and mentor junior team members. Join a market leader in banking and financial retail automation to expand your technical skills. Key Responsibilities - Diagnose and resolve hardware, software, and remote system issues. - Handle escalated service requests from Call Acceptance and Level 1 agents. - Analyze ticket histories, corporate knowledge bases, and log files. - Recommend spare parts to assist field technicians with on-site service delivery. - Gather recurring failure information and compile analytical logs for management. - Provide hardware and software training for less experienced team members. - Support scheduled deployments, software distributions, and customer configurations. Required Qualifications - Graduate degree or equivalent professional work experience in IT support. - Minimum of four to six years of experience in service desk or technical support. - Strong technical analysis, troubleshooting, and remote access capabilities. - Outstanding written and verbal communication skills in business English. - Good interpersonal skills for mentoring and customer engagement. Why Join Us At Diebold Nixdorf, we offer the flexibility of working from home in a highly collaborative and structured environment. Develop your technical expertise while working with top-tier financial sector clients.