Service Desk Agent L1 – Customer Care Representative

About the role

The Service Desk Agent L1 provides first‑line technical support to NCR Voyix customers, handling recurring and standard hardware and software issues. The role involves direct interaction with clients, internal teams, and third‑party vendors to ensure timely resolution of incidents.

Key responsibilities

• Resolve recurring or standard hardware and software problems for customers.
• Collaborate with NCR and third‑party vendor technicians to troubleshoot and fix issues.
• Maintain daily and weekly incident tracking sheets and report on performance.
• Review incident history to identify recurring faults.
• Install, configure, and update hardware and software, and perform on‑site appointments when needed.
• Update work orders, provide status information, and allocate resources to meet SLA commitments.
• Respond to escalated calls and participate in product or customer‑base training.

Required profile

• Basic PC literacy with keyboard proficiency.
• Understanding of Windows‑based applications and tools.
• Strong problem‑solving, analytical, and relationship‑building skills.
• Excellent verbal and written communication, including listening skills.
• High school diploma or equivalent.

Required skills

• Windows operating system knowledge.
• Hardware and software troubleshooting.
• Incident tracking and reporting.
• Use of desktop diagnostic tools.