Help Desk Representative II - French speaker

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: Help Desk Representative II - French speaker
Grade: ‎7
Location: Cairo, EG

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.

First-Level Support The first group of agents to attempt to provide customers
with needed information or to resolve their problems. First-level support
groups are generally staffed by technical generalists who are expected to
resolve a high percentage of common problems using known solutions to known
problems. This group is a single point of contact and enters requests and
incidents into the system/ or per telephone call/ Email and, if not resolved,
escalated to the next level of support.

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
* Receives calls from end users (internal or external)
* Perform entitlement verification.
* Raise an incident per Email or Telephone Call and formally track Report results of investigation and action taken
* Follow defined checklists and procedures
* Complete basic classification of 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.

Skills & Requirements
* Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
* Problem solving and analytical skills.
* Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
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.