Service Desk Agent L1

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: Customer Care Representative (I) - Service Desk Agent L1

Location: Global

Grade: 7

Position Summary & Key Areas of Responsibility

• Works directly with customers to resolves recurring or standard problems

• Works directly with NCR and 3rd party Vendor technicians to resolve HW or SW problems

• Provides daily and weekly incident tracking sheets to report on performance

• Reviews incident history to determine recurring faults

• Provides technical support and assistance to clients and businesses regarding hardware and software issues

• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis

• Allocates engineer appointment times for jobs requiring multiple resources on-site

• Updates work orders and provides status information

• Assigns and distributes workload to meet SLA's

• May respond to escalated calls

• Participates in product set or customer base training

• May implement remote fixes relying on guided search for diagnosis across multiple products

• Applies troubleshooting checklists

• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic Qualifications

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools

• Problem solving and analytical skills.

• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills

• High school diploma

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

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.