Help Desk Representative
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Job Description
About NCR Atleos
NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize selfservice availability for financial institutions and retailers across the globe.
Required Skills:
Bachelors degree.
Excellent command in spoken and written English.
Have professional experience of working on windows applications / Microsoft Office /Internet.
Job Responsibilities:
Acting as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls.
Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports; Reviews incident history to determine recurring faults.
Monitoring ATM networks for NCRs ATM monitoring customers.
Determining priority based on problem information and documented guidelines; Providing accurate and creative solutions to user problems of moderate nature to maximize user productivity; Using tools to remotely access customer equipment to diagnose and resolve customer problem.
Recording information into the HDS (Help Desk Solution) system; Document verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity; Updates work orders and provides status information.
Escalating customer problems both internally and externally when required according to defined escalation paths.
Enhancing and developing quality support methods and communication skills through coaching feedback and other developmental approaches.
Researching resolving and responding to questions received via telephone calls letters and callbacks in a timely manner in accordance with current standards.
Acquiring and maintaining current knowledge of relevant product offerings and support policies; Assist in special productrelated issues as needed.
Participating in team projects that enhance the quality or efficiency of help desk service Guide team in effective planning.
Responsible for overall IM system implementation and management.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equalopportunity employer. It is NCR Atleos policy to hire train promote and pay associates based on their jobrelated qualifications ability and performance without regard to race color creed religion national origin citizenship status sex sexual orientation gender identity/expression pregnancy marital status age mental or physical disability genetic information medical condition military or veteran status or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system NCR Atleos employees or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
