Service Desk Agent L1 - Italian Speaker

About the role

The Service Desk Agent L1 provides first‑line technical assistance to NCR Voyix customers, handling hardware and software incidents and ensuring timely resolution while maintaining high customer satisfaction.

Key responsibilities

• Work directly with customers to resolve recurring or standard problems.
• Collaborate with NCR and third‑party vendor technicians to troubleshoot hardware or software issues.
• Maintain daily and weekly incident tracking sheets and report on performance.
• Review incident history to identify recurring faults and allocate engineer appointments for multi‑resource jobs.
• Update work orders, provide status information, and assign workload to meet SLA commitments.
• Respond to escalated calls and participate in product or customer training.

Required profile

• Fluent in Italian and English with strong verbal and written communication skills.
• High school diploma or equivalent.
• Computer literate with solid keyboard proficiency and good understanding of Windows‑based applications.
• Strong analytical and problem‑solving abilities with a proactive approach.
• Excellent interpersonal skills focused on relationship building and customer satisfaction.

Required skills

• Windows operating system
• Hardware troubleshooting
• Software troubleshooting
• Desktop diagnostic tools