Service Desk Agent L1 – Customer Care Representative

About the role

The Service Desk Agent L1 provides first‑line technical support to NCR Voyix customers worldwide, handling recurring and standard issues across hardware and software.

Key responsibilities

• Works directly with customers to resolve recurring or standard problems.
• Collaborates with NCR and third‑party vendor technicians to troubleshoot hardware and software issues.
• Maintains daily and weekly incident tracking sheets and reports on performance.
• Reviews incident history to identify recurring faults and allocates engineer appointments for on‑site jobs.
• Updates work orders, provides status information and distributes workload to meet SLA targets.
• Responds to escalated calls and may implement remote fixes using guided search and troubleshooting checklists.

Required profile

• Basic PC literacy with keyboard proficiency and familiarity with Windows‑based applications.
• Strong problem‑solving and analytical abilities.
• Excellent verbal and written communication skills.
• High school diploma.

Required skills

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