Help Desk Representative
Posted on :
04-07-2024
Employer Active
1 Vacancy
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Job Description
- 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.
Employment Type
Full Time
Department / Functional Area
Key Skills
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