Job Id: 20200923019
Job Role: Helpdesk Representative
Experience: 1-3 Years
Qualification: Graduate / High School Diploma (from any stream).
Job Location: Mumbai
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description NCR Careers Job Openings for Helpdesk Representative in September 2020:
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.
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.
Mandatory: education qualifications, years of experience, relevant years of experience, mandatory technical skill sets
Graduate / High School Diploma (from any stream).
1 – 3 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.