Full Job DescriptionAbout NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
Provide information on IT processes, general how-to queries and known outages. When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
Follow-up with Level 2 support teams for timely completion of tasks.
Co-ordinate with third-party vendors like Dell and Canon for hardware issues.
This job role requires candidates to provide IT support on inbound calls, web tickets and chat. The IT Help Desk team operates on 24×7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.
Thorough knowledge of Windows 10 Operating System.
Good working knowledge of Windows, MS Office & internet technologies.
Basic networking concepts, troubleshooting LAN/remote access problems.
Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later
Ability and willingness to learn quickly, keep knowledge current.
EDUCATION & WORK HISTORY:
Minimum qualification: HSC (Grade 12).
Technical diploma is preferred, but not mandatory.
Minimum six months experience in a technical support role.
Candidates with prior experience in a technical, voice-based process will be given priority
High proficiency in English grammar, vocabulary and sentence structure.
Fluency in speech – Ability to hold a conversation with ease and minimal use of fillers.
Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone.
Listening skills – Comprehend what is said, respond appropriately without interrupting the speaker.
OTHER ESSENTIAL SKILLS:
Telephone etiquette – basic call handling skills.
Customer service skills (persuasion, empathy, helpfulness & positive attitude) Good business communication skills (e-mail)
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Integrated into our shared values is NCR’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
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