Help Desk Representative

Position Summary & Key Areas of Responsibility

• Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
• 7x24 monitoring of customer s ATM / ABM network across Canada, which includes six different time zones
• Accountable for continuously receiving and handling high volumes of customer calls
• Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
• Determine alert priority based on documented processes and guidelines
• Use tools to remotely access customer equipment to diagnose and resolve customer problems
• Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
• Escalate customer problems both internally and externally, as required and according to defined escalation paths
• Acquire and maintain current knowledge of relevant product offerings and support policies
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
• Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
• Requires rotation in work hours involving weekends and holidays

Basic Qualifications

Preferred Qualifications

Skills Required

Incident Management, Windows Applications