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.