Incident Management Agent (Hybrid, Belgrade)

About the role

The Incident Management Agent provides first‑line technical support to NCR Atleos customers, handling hardware, software and retail point‑of‑sale issues in a high‑volume help‑desk environment. The role is hybrid, combining remote troubleshooting with on‑site coordination when required.

Key responsibilities

• Receive and log incidents, perform Level I troubleshooting for PCs and retail POS devices, and follow documented Remote Incident Management processes.
• Allocate engineer appointment times, dispatch service personnel, and verify resolution of issues that have not been escalated.
• Generate daily and weekly incident reports, review incident history to identify recurring faults, and create knowledge‑base articles from lessons learned.
• Communicate with customers via phone, email or chat, using remote access tools to diagnose and resolve problems.
• Escalate incidents internally and externally according to defined escalation paths and maintain thorough documentation in the Help Desk Solution (HDS) system.
• Support less‑experienced colleagues through joint working, feedback and knowledge sharing.

Required profile

• Ability to work effectively in a high‑call‑volume help‑desk environment.
• Willingness to complete mandatory training courses and adhere to company screening criteria.

Required skills

• PC troubleshooting.
• Retail point‑of‑sale (POS) device troubleshooting.
• Remote desktop/access tools.
• Incident tracking system (HDS) usage.
• Knowledge‑base navigation and article creation.

What we offer

• Private health insurance and life, accident & disability coverage.
• Employee referral bonus program, wellbeing resources and baby bonus.
• Numerous internal career‑pathing opportunities and discounts with NCR Atleos partners.