Retail Helpdesk Analyst/Financial Incident Mgt AnalystTitle: Retail Helpdesk Analyst/Financial Incident Mgt Analyst
Location: Philippines-Cebu City
TITLE: ATM Incident Mgmt Call Agent
LOCATION: Cebu Philippines
GRADE: 5
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:
. Applies knowledge of problem routing, tracking and escalation procedures; Applies knowledge of data entry software applications and related desktop tools
. Accepts and routes calls; Gathers problem information and records data in desktop tools
. Monitors incident status and escalates cases that are not resolved in a specific time frame
. Required to identify training needs of the agency through attending training sessions; also responsible for maintaining records of training needs
. Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction; Suggest ways and means to motivate / improve vendor performance
. Suggest improvements and take preventive measures to consistently improve quality of cash services
. Generate periodical CIT Run report
. Update central data on TAT, cost approvals, change of ATM IDs, cassette details, mail IDs & contact details; Responsible for collecting, archiving, and maintaining data from multiple sources
. Have regular, interactive feedback calls with operational team of customers to improve quality of deliverables within SLA
. Act as single point of contact for NCR Financial customers with Incident Management Services; Schedules customer installation activity
. Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
. Monitor ATM networks for NCR's ATM monitoring customers
. Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; escalate 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
. 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
. React to all electronic alerts and customer reports of trouble; Monitor ATM networks for indications of trouble and performing initial diagnosis and trouble isolation
. Generate or verify the generation of a GEMS incident for all problems detected or reported
. Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
. Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
. Document all actions taken to resolve incidents in GEMS; Ensure the correct and timely closure and completion of all incidents in GEMS. This position is accountable for continuously receiving and handling high volumes of incidents
. Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
BASIC QUALIFICATIONS:
High School Diploma
0-1years of related experience
Must possess good communication skills, written and spoken
Keyboard proficiency and understanding of Windows-based applications/tools; knowledge of TCP/IP
Understanding of routers and routing, LAN devices, Multiplexors
General knowledge of remote support technologies and strategies
PREFERRED QUALIFICATIONS:
Associate's Degree preferred
Basic knowledge of call management and network/ATM monitoring applications
CCNA preferred
Previous Exposure in ATM Cash & EOD Process
Knowledge of network and management protocols; Experience with network management platforms (ex. HP Node Mgr.)
EEO Statement
Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
. Applies knowledge of problem routing, tracking and escalation procedures; Applies knowledge of data entry software applications and related desktop tools
. Accepts and routes calls; Gathers problem information and records data in desktop tools
. Monitors incident status and escalates cases that are not resolved in a specific time frame
. Required to identify training needs of the agency through attending training sessions; also responsible for maintaining records of training needs
. Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction; Suggest ways and means to motivate / improve vendor performance
. Suggest improvements and take preventive measures to consistently improve quality of cash services
. Generate periodical CIT Run report
. Update central data on TAT, cost approvals, change of ATM IDs, cassette details, mail IDs & contact details; Responsible for collecting, archiving, and maintaining data from multiple sources
. Have regular, interactive feedback calls with operational team of customers to improve quality of deliverables within SLA
. Act as single point of contact for NCR Financial customers with Incident Management Services; Schedules customer installation activity
. Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
. Monitor ATM networks for NCR's ATM monitoring customers
. Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; escalate 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
. 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
. React to all electronic alerts and customer reports of trouble; Monitor ATM networks for indications of trouble and performing initial diagnosis and trouble isolation
. Generate or verify the generation of a GEMS incident for all problems detected or reported
. Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
. Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
. Document all actions taken to resolve incidents in GEMS; Ensure the correct and timely closure and completion of all incidents in GEMS. This position is accountable for continuously receiving and handling high volumes of incidents
. Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
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