Service Desk L1 Support Agent

About the role

The Service Desk L1 Support Agent works directly with customers and internal teams to resolve recurring hardware and software issues. This position is part of NCR Voyix’s global support organization, providing first‑line assistance and ensuring service level agreements are met.

Key responsibilities

• Respond to customer incidents, diagnose and resolve standard hardware and software problems.
• Collaborate with NCR engineers and third‑party vendors to troubleshoot complex issues.
• Maintain daily and weekly incident tracking sheets and report on performance metrics.
• Review incident history to identify recurring faults and suggest preventive actions.
• Install, configure, and update hardware and software, applying remote fixes when possible.
• Allocate engineer appointment times and update work orders with status information.
• Participate in product and customer training sessions.

Required profile

• High school diploma or equivalent.
• 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.
• Ability to build relationships with customers and internal teams.

Required skills

• Windows OS
• Desktop diagnostic tools
• Hardware troubleshooting
• Software troubleshooting

What we offer

• Equal employment opportunity in a globally inclusive environment.
• Access to training and professional development programs.
• Opportunity to work with a leading unified commerce platform.