Helpdesk Representative

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title : Helpdesk Representative

Location : Mumbai

& KEY AREAS OF RESPONSIBILITY:

- Position requires the ability to act 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
- Monitor ATM networks for NCR's ATM monitoring customers
- Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problem
- Record 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
- Escalate customer problems both internally and externally, when required, according to defined escalation paths
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
- Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload to Customer Engineer’s to meet Service Level Agreement’s (SLAs) across broader areas
- Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
- Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning
- Position is responsible for overall IM system implementation and management
- Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity
- Coordination of testing for new devices, dispatching procedures, etc., for certification before implementation in live environment; Coordinates project start up activities
- Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Requires rotation in work hours involving weekend, holiday or extended hours

BASIC QUALIFICATIONS:
High School Diploma

0-2 years related experience

Understanding of ATM fault management and call management procedures

Basic PC/Microsoft Office skills and telephone skills

PREFERRED QUALIFICATIONS:
Associate’s Degree preferred

2+ years of related experience

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related 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.