About the Role:

Diebold Nixdorf is looking for a Senior Service Desk Representative (IKEA Standard L2 – IMAC) to provide proactive technical support for end-users. In this role, you will handle inbound service requests, diagnose and resolve hardware/software issues, and ensure smooth customer experiences. You’ll also work closely with Level 1 agents, customers, and field technicians to resolve incidents effectively and contribute to overall service improvement.

Key Responsibilities:

• Receive incidents/service requests from Level 1 agents or automated systems.
• Provide advanced technical support for complex service issues.
• Perform in-depth technical analysis of incidents, including ticket history checks.
• Use knowledge bases, logs, and diagnostic tools to guide customers in resolving issues remotely.
• When remote resolution isn’t possible, provide necessary information and spare part recommendations to field service technicians.
• Document recurring/systemic issues and prepare reports for management.
• Provide mentorship, training, and technical advice to junior team members.

Key Technical Skills:

Service Desk Support, Incident Management, Hardware Troubleshooting, Software Troubleshooting, Remote Support Tools, ITSM Ticketing Systems, Customer Communication, Reporting & Documentation

Requirements:

• Education in Computer Science, IT, or equivalent work experience.
• 4–6 years of relevant experience in Service Desk Support or IT Helpdesk.
• Strong problem-solving and troubleshooting skills (hardware & software).
• Ability to guide customers through resolution steps remotely.
• Proficiency in business English (spoken and written) plus good local/client language skills.
• Experience in analyzing recurring/systemic failures and preparing management reports.
• Strong teamwork, mentoring, and communication skills.

About Diebold Nixdorf:

Diebold Nixdorf, with more than 23,000 employees in 130+ countries, is a global leader in consumer transaction technologies. The company fosters a culture of collaboration, innovation, accountability, and adaptability. As an equal opportunity employer, Diebold Nixdorf embraces diversity and provides a fair, inclusive workplace for all employees.