Incident Management Agent

7 days ago

الجيزة, Egypt NCR Atleos Full time

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Description

Title: Incident Management Agent
Location: Egypt

Grade: 7

**Required Skills**:

- Bachelor’s degree.
- Excellent command in spoken and written English.

Job Responsibilities:

- Acting as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling 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 incidents 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.
- Participating in team projects that enhance the quality or efficiency of help desk service.
- Responsible for overall IM system implementation and management.

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

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