Help Desk Technician

Responsible for providing technical support for resolution or escalation of desktop/workgroup related problems or requests initiated by internal customers. Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation. Requires a general knowledge of hardware and software components, local to the desktop and as they relate to the network. Help Desk support also includes the setup, installation, and configuration of desktop hardware and software.

Works on problems of limited scope and complexity. Receives substantial guidance from manager. Typical requirements are a high school degree or equivalent, technical training and 0-1 year of experience in a related role. ;

Key Areas of Responsibility :

• Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service -
• Receive and document service request and customer information - Gather problem information and determine criticality -
• Follow Global Call Taking tools, process and procedures as documented. Initiate dispatch request capture information and record data in desktop tools -
• Document, verify, and make appropriate corrections to the service request as needed. Participate in team meetings and activities -
• Participate in special projects to continuously improve processes, tools, systems and organization -
• Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business -
• Actively develop job related skills -
• Scope:
  Deliver customer service following NCR Shared Values. This position may require extended hours, as needed, to accommodate customer needs.
• The agent will be measured on speed of response, clarity and accuracy of captured information.

Typical requirements are a high school degree or equivalent, technical training and 0-1 year of experience in a related role.

Additional

Job Description:

• Shifts Mon-Fri with openings on both 1st and 2nd shifts. Agent works in a high volume call center environment serving as the primary interface to internal and external customers and/or their agents.
• Engage with Call Management team for customer'''s inquiries or request for escalation. Serve as first point of contact for employee questions/ issues and for customer/field escalations.
• Education and Experience Requirements PC literacy Keyboard proficiency - Understanding of Windows-based applications/tools -
• Excellent language/communication skills, verbal as well as listening skills – Understanding of basic customer location/geography area knowledge
• The position involves prolonged periods of PC and telephone usage.
• The agent is accountable for continuously receiving and handling high volumes of tickets and phone calls.
• The agent works in an office team environment, not a virtual position, and interacts with both internal and external customers.