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Help Desk Representative Ii

1 month ago

مصر, Egypt NCR Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: Helpdesk Representative - German Speaker

Location: Cairo, Egypt - hybrid

Grade: 7

Level 1 Support German Speaker
- Definition_

This is the lowest tier in a multi-tier support system and is the customer interfacing support level, to which the customer calls to report software-related issues and questions.

The main responsibilities of this role are to deal with front line issues or inquiries raised by users.
- Position Summary & Key Areas of Responsibility_

The role is part of the EMEA CCC Managed Service Operation supporting specific customers managing one of their In-Store IT solutions. The role involves Incident based First Level troubleshooting on HW and SW solutions and their resolution. Interact and support initiatives with SMO, NSM, FSC, other NCR teams and 3rd parties to ensure a quality service is provided to the customer.
- This level of support can be provided by NCR Managed Service
- When such offer is available, some customers outsource this level of support to NCR
- Roles & Responsibilities_

The information below provides in more detail the responsibilities when investigating a software or hardware issue:

- Call received from end users (internal or external)
- If NCR helpdesk:

- Perform entitlement verification.
- Follow defined checklists and procedures
- Complete basic classification of the issue
- Manage any procedural issues before escalating incident
- Perform initial triage of issue to determine area of failure
- Identify when there might be a major business impact and manage the situation accordingly
- Confirm priority of incident based on SLA guidelines
- If issue cannot be resolved, then gather required information before escalating to appropriate team
- Language requirements: fluent French speaker, basic English.
- Reporting requirements: Timesheet for sign-off from responsible NCR PM/ASM/TL
- Skill requirements: Basis IT Skills

Skills & Requirements
- Problem-solving and analytical skills.
- Relationship-building skills; Excellent communication skills, verbal and written as well as listening skills
- University Graduation diploma or equivalent working experience
- German and English - B2 level

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

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.