Service Desk L1 Agent

About the role

The Service Desk L1 Agent works directly with customers to resolve recurring or standard hardware and software issues, collaborating with NCR and third‑party vendors. The role involves tracking incidents, updating work orders, and ensuring service level agreements are met.

Key responsibilities

• Resolve recurring or standard problems for customers.
• Collaborate with NCR and third‑party vendor technicians to address hardware or software issues.
• Maintain daily and weekly incident tracking sheets and report on performance.
• Review incident history to identify recurring faults.
• Support installation, configuration, and updates of hardware and software.
• Allocate engineer appointment times and update work orders with status information.
• Assign and distribute workload to meet SLA requirements.
• Respond to escalated calls and participate in product or customer training.

Required profile

• Basic PC literacy and keyboard proficiency.
• Understanding of Windows‑based applications and tools.
• Problem‑solving and analytical skills.
• Strong relationship‑building and communication abilities.
• High school diploma.

Required skills

• Basic PC literacy
• Keyboard proficiency
• Windows‑based applications/tools