Helpdesk Representative at NCR Global
Job Description :
As a Helpdesk representative for ATM Incident Management, the role would closely monitor ATM-based incidents to observe critical / non-critical incident and take appropriate actions to resolve such incidents within the prescribed SLA for delivering the highest possible ATM Uptime as per our contract with the customers/banks.
This position requires the ability to act as a single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls.
Key Responsibilities:
- Monitor ATM networks for NCR’s customers, through NCR in-house Incident Management systems and tools.
- Determine priority based on problem information and documented guidelines and use tools to remotely access customer equipment to diagnose and resolve customer problem
- Managing the inbound volume of voice and mail requests from MS customer and channel partners and assist in providing accurate and complete information.
- Escalate customer problems both internally and externally, when required, according to defined escalation paths.
- Consistent and effective follow-up mechanism with various contracted vendors/channel partners of NCR to be followed to ensure timely resolution of incidents.
- Requires rotation in work hours involving weekends, holidays, or extended hours.
Basic Qualifications:
- Graduate / High School Diploma (from any stream).
- 0-1 year related experience. Preferably from the ATM industry (Banking/ATM MSP).
- Basic understanding of ATM fault Management & call management procedures.
- Basic PC/Microsoft Office skills and telephone skills.
- Good Soft skills & Interpersonal skills (verbal & written) is a must.
About Us :
- NCR Corporation is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries.
- Our Company is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
- NCR is an entrusted and leading MSP in the Banking and ATM industry serving major Private and Public Banks across India.
- Using efficient tools and systems in Managed Service as an MSP, NCR offers a host of services like ATM Incident Management, Cash replenishment, EJ & Reconciliation, and other peripheral services to ensure consistently high service levels to its customers/banks.
| Company Name | NCR Global |
| Website | https://www.ncr.com/ |
| Role | Helpdesk Representative |
| Qualification | Graduate / High School Diploma |
| Experience | 0 – 1 Year |
| Seniority Level | Entry-level |
| Employment Type | Full-time |
| Industry | Information Technology & Services, Computer Software, Management Consulting |
| Job Functions | Information Technology |
