Help Desk Representative

 

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: Incident Management Agent
Location: Egypt

Grade: 7

Required Skills:

• Bachelor’s 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 NCR's 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 product-related 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
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.

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