Helpdesk Representative - IM

Job Description

Monitor ATM networks for NCRs 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. Basic Qualifications/Minimum Criteria Graduate / High School Diploma (from any stream). Minimum 1 year related experience. Preferably from the ATM industry (Banking/ATM MSP). Basic PC/Microsoft Office skills and telephone skills. Good Soft skills Interpersonal skills (verbal written) is a must.