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Helpdesk Representative - Mumbai - Ncr

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 Helpdesk Representative - Mumbai - Ncr in Mumbai

Job Description

Summary/Scope of the role/product domain :

As a Helpdesk representative for ATM Incident Management, the role would entail monitoring ATM based incidents closely to observe critical / non-critical incident and taking appropriate actions to resolve such incidents within the prescribed SLA for delivering highest possible ATM Uptime as per our contract with the customers/banks.

This position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls.

Key Responsibilities:

  • Monitor ATM networks for NCR's customers, through NCR in house Incident Management systems and tools.
  • Determine priority based on problem information and documented guidelines and use tools to remotely access customer equipment to diagnose and resolve customer problem
  • Managing inbound volume of voice and mail request from MS customer and channel partners and assist in providing accurate and complete information.
  • Escalate customer problems both internally and externally, when required, according to defined escalation paths.
  • Consistent and effective follow up mechanism with various contracted vendors/channel partners of NCR to be followed to ensure timely resolution of incidents.
  • Requires rotation in work hours involving weekend, holiday or extended hours.

Mandatory: education qualifications, years of experience, relevant years of experience, mandatory technical skill sets

  • Graduate / High School Diploma (from any stream).
  • 1 - 3 years related experience. Preferably from the ATM industry (Banking/ATM MSP).
  • Basic understanding of ATM fault Management & call management procedures.
  • Basic PC/Microsoft Office skills and telephone skills.
  • Good Soft skills & Interpersonal skills (verbal & written) is a must.

Job Classification

Industry: IT-Software, Software Services
Functional Area: IT Software - Network Administration, Security,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization, Diploma in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization

Contact Details:

Company: Ncr Corporation India
Location(s): Mumbai

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Keyskills:   Hospitality Interpersonal skills Helpdesk Fault management Reconciliation Incident management Representative MSP Monitoring Recruitment

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NCR Corporation

At NCR, we make the everyday easier. We do this by listening to our customers, keeping their best interests in mind, and always working to make interacting with your business an exceptional experience. Read on to learn more about the people who lead our team, our company by the numbers, and how we'v...