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Madīnat Sittah Uktūbar

    Help Desk Representative - Obour City, مصر - NCR Atleos

    NCR Atleos
    NCR Atleos Obour City, مصر

    منذ أسبوع

    Default job background
    وصف

    Help Desk Representative

    • Bachelor's degree.
    • Excellent command in spoken and written English.
    • Have professional experience of working on windows applications / Microsoft Office /Internet.

    Job Responsibilities:

    • 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.
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