ATM HELPDESK ANALYSTTitle: ATM HELPDESK ANALYST
Location: Ontario-Mississauga
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR's assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR () is headquartered in Duluth, Georgia.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
. Position requires the ability to act 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
. Monitor ATM networks for NCR's ATM monitoring customers
. Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problem
. Record 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
. Escalate customer problems both internally and externally, when required, according to defined escalation paths
. Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
. Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
. Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload to Customer Engineer's to meet Service Level Agreement's (SLAs) across broader areas
. Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
. Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning
. Position is responsible for overall IM system implementation and management
. Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity
. Coordination of testing for new devices, dispatching procedures, etc., for certification before implementation in live environment; Coordinates project start up activities
. Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
. Requires rotation in work hours involving weekend, holiday or extended hours
BASIC QUALIFICATIONS:
High School Diploma
0-2 years related experience
Understanding of ATM fault management and call management procedures
The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
Basic PC/Microsoft Office skills and telephone skills
PREFERRED QUALIFICATIONS:
Associate's Degree preferred
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