L1 Service Desk Analyst

November 14

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NCR Corporation

WebsiteLinkedInAll Job Openings

Enterprise technology for the banking, retail and hospitality industries.

10,000+

💰 $820M Post-IPO Equity on 2015-11

Description

• Works in high call volume service desk environment, supporting NCR's-Serv Check Out customers. • Responsible for remotely delivering solutions, dispatching service personnel. • Work directly with the customer to understand the problem, and/or escalate. • Follow the documented Remote Incident Management Process, perform Level 1 technical troubleshooting. • Escalate both internally and externally when required according to defined Escalation Paths. • Enhance and develop quality support methods and communication skills through coaching feedback. • Assist in the resolution of user and support issues over multiple user sites. • Updates work orders and provides status information. • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks. • Communicate with customers through various means to remotely resolve customer problem. • Use tools to remotely access customer equipment to diagnose and resolve issues. • Follow solutions outlined in the knowledge database; verify resolution of problem with the customer. • Document, verify and make appropriate corrections to the incident record and customer profile. • Ensure thorough documentation of problem description and all subsequent activity. • Write knowledge articles based on lessons learned in resolving customer issues. • Contribute as a team member; participate in team meetings and activities. • Participate in objective setting, performance management, reward and recognition programs. • Participate in special projects as assigned to continuously improve processes, tools, systems and organization. • Maintain technical knowledge and expertise associated with multiple applications and hardware. • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback.

Requirements