Level 1 Support Analyst – Helpdesk (Belgrade)

About the role

The Level 1 Support Analyst provides first‑line assistance to NCR Voyix customers, handling high‑volume calls, chats and emails. Working from Belgrade, you will remotely diagnose and resolve issues on point‑of‑sale equipment, PCs, printers, scales and related hardware, ensuring a positive customer experience.

Key responsibilities

• Respond to inbound support requests via phone, chat and email.
• Perform remote troubleshooting of POS devices, printers, scales and related peripherals.
• Document incidents, generate daily/weekly reports and track recurring faults.
• Escalate complex cases following defined escalation paths and coordinate on‑site assistance when required.
• Maintain accurate records in the ticketing system and verify issue resolution with customers.
• Contribute to team meetings, share knowledge and support continuous improvement of support processes.

Required profile

• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Customer‑focused attitude and commitment to timely problem resolution.
• Ability to work in a fast‑paced, high‑volume helpdesk environment.
• Willingness to learn and adapt to new technologies and processes.

Required skills

• Experience with remote incident management and ticketing tools.
• Familiarity with point‑of‑sale hardware, PCs, printers and scales.
• Basic troubleshooting of Windows‑based systems.