L2 Help Desk Representative Tl

2 weeks ago

Melbourne, Victoria, Australia NCR Full time
About NCR

NCR Corporation (

NYSE:
NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Job Description:

& KEY AREAS OF RESPONSIBILITY:

  • Position works in high call volume Helpdesk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services
  • Allocates engineer appointment times for jobs requiring multiple resources onsite; Assigns and distributes workload of CE's to meet SLA's across broader areas
  • Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and /or escalate problem to the next level
  • Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level I technical troubleshooting with endusers of PCs and retail pointofsale devices (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
  • Provide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
  • Escalate both internally and externally when required according to defined Escalation Paths
  • Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
  • Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information
  • Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
  • Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the HDS (Help Desk Solution) system
  • Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues
  • Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
  • Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
  • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
  • Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through Verint monitoring tool
  • Manage operations during scheduled shifts using onhand tools and observations

BASIC QUALIFICATIONS AND DESIRED EXPERIECNE:

  • High School Diploma or equivalent
  • One to two years of related experience in an IT Support Delivery Team
  • High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
  • Excellent communication skills at all levels including excellent listening skills
  • Possess strong customer service skills and be able to work in a dynamic team environment
  • Advanced problem solving and troubleshooting skills
  • Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment

PREFERRED QUALIFICATIONS:

  • Associate's Degree preferred
  • 2+ years of call center experience
  • Experience in providing inhouse escalation assistance
  • A track record showing initiative leading to positive results

Note:
Australian citizens and PR holders preferred.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, g

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