Help Desk Representative – Customer Support

About the role

The Help Desk Representative serves as the single point of contact for NCR Atleos customers, handling incident management and service requests. You will work with high call volumes, diagnose issues remotely, and ensure timely resolution to maintain ATM network availability.

Key responsibilities

• Receive and handle high volumes of customer calls and service requests.
• Generate daily and weekly incident reports and review incident history for recurring faults.
• Monitor ATM networks, prioritize incidents, and provide accurate solutions.
• Remotely access customer equipment to diagnose and resolve problems.
• Document incident records, update work orders, and communicate status to customers.
• Escalate issues internally and externally according to defined escalation paths.
• Maintain up‑to‑date knowledge of product offerings and support policies.
• Participate in team projects to improve service desk quality and efficiency.

Required profile

• Aptitude for positive customer service with strong written and spoken English communication skills.
• Keyboard proficiency and familiarity with Windows‑based applications and tools.

Required skills

• Remote access tools for diagnosing customer equipment.
• Windows operating system proficiency.

What we offer

• Private health insurance.
• Employee referral bonus program.
• Wellbeing resources and baby bonus.
• Life, accident & disability insurance.
• Opportunities for internal career pathing and advancement.
• Discounts with NCR Atleos partners.