Service Desk Agent L1 – Customer Support

About the role

The Service Desk Agent L1 provides first‑line technical assistance to customers, handling recurring and standard hardware or software issues. The role involves direct interaction with clients, coordination with internal and third‑party technicians, and ensuring timely resolution of incidents.

Key responsibilities

• Resolve recurring or standard problems reported by customers.
• Collaborate with NCR Voyix and third‑party vendor technicians to troubleshoot hardware and software faults.
• Review incident history to identify recurring issues and apply corrective actions.
• Install, configure, and update hardware and software, addressing daily equipment problems.
• Allocate engineer appointment times for multi‑resource on‑site jobs and update work orders with status information.
• Respond to escalated calls and participate in product or customer‑base training.

Required profile

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

Required skills

• Windows operating system knowledge.
• Hardware and software troubleshooting.
• Desktop diagnostic tools usage.