Service Desk Analyst

About NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise
provider in the financial, retail and hospitality industries. NCR is
headquartered in Atlanta, Georgia, with ‎36,000 employees globally. NCR is a
trademark of NCR Corporation in the United States and other countries.

Job Summary
The Service Desk Analyst provides an intermediate level of technical support
and excellent customer service support to clients. The responsibilities
include responding to Level I technical support incidents and requests as well
as performing troubleshooting procedures and solving technical problems. This
includes, but is not limited to desktop/laptop PC's, scanners, printers, MS
Office products, MS OS products and various commercial and client proprietary
software. Analysts will aim to resolve issues with one touch utilizing various
available remote tools. The Service Desk Analyst will process and manage
customer contacts using telephone, web, email, chat or by the Service Desk
ticketing system. The Service Desk Analyst will be responsible to maintain a
high level of customer satisfaction.
Job Duties
* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
* Receiving, logging and managing calls from internal staff via ticketing system, telephone and email
* 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as laptops, PCs and printers
* Troubleshoot basic network issues such as MPLS and broadband issues
* Escalate unresolved calls to the next level support team
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Troubleshooting of Microsoft based operating systems with emphasis on Windows ‎10 and Office
* Respond to emergency situations and be on-call as assigned
* Maintain compliance with company training and required read/reviews
* Perform other related duties as required or assigned by team lead or manager
Job Requirements
* Excellent verbal and written communication skills
* Ability to multi-task in a fast paced, high pressure environment
* Ability to quickly learn new technologies as they are introduced
* Strong technical trouble-shooting skills
* Ability to interact effectively with employees at all levels
* Ability to help end users in stressful, hurried situations
* Excellent customer service skills
* Time management skills required
* Ability to work flexible shifts including nights and weekends
Preferred Job Experience
* Minimum of ‎2 years Help Desk/Customer Service experience required
* Hardware & Software troubleshooting experience required
* Prior experience on enterprise systems preferred
* Associates Degree or four years of equivalent experience
Physical demands:
* Ability to continuously sit, stand or walk.
* Ability to bend, squat, climb stairs and lift frequently
* Ability to lift up to ‎50 pounds occasionally.
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.