Senior Service Desk Representative

Diebold Inc.; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Diebold Nixdorf is seeking an L2 Service Desk Analyst to perform .NET log analysis, troubleshooting, and SQL database investigation. The role combines application support, database work, and incident management to resolve complex issues for customers.

You will receive incidents from Level 1 and advanced issues, analyze logs and KBs, and guide customers through resolutions, including remote access. Onsite support and RCA reporting are part of the duties.

Qualifications

• 4–6 years of experience in Service Desk Support or equivalent.
• Strong English and local language communication skills.
• Proficiency in .NET application support and SQL.
• Familiarity with ServiceNow/Jira and log analysis.

Responsibilities

• Receive incidents and service requests from call acceptance and Level 1 agents.
• Provide technical support for complex issues.
• Analyze incidents using logs, KB, and journal data.
• Guide customers through resolutions, including remote access.
• Provide spare part recommendations for onsite service.
• Prepare RCA reports.
• Monitor .NET applications and perform SQL troubleshooting.
• Coordinate with development teams.

Education

Education or equivalent

Tools

ServiceNow

Jira

Job description

For an L2 Service Desk Analyst who will perform .NET log analysis, troubleshooting, and SQL database investigation, I would look for a mix of application support, database, and incident management skills.

Responsibilities

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.
• - Monitor and support .NET applications
  - Analyze logs
  - Investigate production issues
  - Perform SQL troubleshooting
  - Handle incidents through ServiceNow
  - Work with development teams
  - Prepare RCA reports

Qualifications

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
  
• Required Skills:
  - 2–5 years Application Support/L2 Support
  - .NET application support
  - Strong SQL querying
  - Log analysis
  - IIS and Windows Server knowledge
  - ServiceNow/Jira familiarity
  - APIs and integrations knowledge
• Preferred Skills:
  - Splunk/Kibana/App Insights
  - ITIL certification
  - Azure application support
  - PowerShell basics

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