Helpdesk Representative | NCR | Hyderabad, Telangana


Job description:

NCR Corporation is conducting an interview for the post of Helpdesk Representative.

Job duties and responsibilities:

As a Helpdesk representative for ATM Incident Management, the role would entail monitoring ATM based incidents closely to observe critical / non-critical incident and taking appropriate actions to resolve such incidents within the prescribed SLA for delivering highest possible ATM Uptime as per our contract with the customers/banks.

This 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.

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 inbound volume of voice and mail request 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 weekend, holiday or extended hours.

Qualifications and Experience required:

  • Graduate / High School Diploma (from any stream).
  • 0-1 years 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.

Job/Req. ID: R0106736

Company: NCR Corporation

LocationHyderabad, Telangana

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