Customer Support Agent – Help Desk (L1)

About the role

The Customer Support Agent – Help Desk (L1) provides first‑line technical assistance to NCR clients in Belgrade. Working in a 24/7 rotation, you will resolve hardware and software issues, track incidents and ensure service level agreements are met.

Key responsibilities

• Assist customers in resolving recurring or standard problems.
• Collaborate with NCR Voyix and third‑party vendor technicians to troubleshoot hardware and software faults.
• Prepare daily and weekly incident tracking reports.
• Analyse incident history to identify recurring issues.
• Install, configure, update, and repair hardware and software equipment.
• Schedule engineer appointments for multi‑resource on‑site jobs.
• Update work orders and communicate status information.
• Allocate workload to meet SLA commitments.
• Handle escalated calls when required.
• Participate in product and customer‑base training.
• Perform remote fixes using guided diagnostic tools.
• Apply troubleshooting checklists and desktop diagnostic techniques.

Required profile

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

Required skills

• Windows OS
• Desktop diagnostic tools

What we offer

• Training on NCR products and customer environments.
• Inclusive, diverse workplace committed to equal opportunity.
• Opportunity to work within a global technology leader.