Help desk Representative

Responsibilities

• Act as the single point of contact for customers regarding Incident Management Services
• Handle high volumes of customer calls and monitor ATM networks
• Manage service requests, resolve problems, and generate daily/weekly incident reports
• Determine problem priority based on documented guidelines and provide accurate solutions
• Use remote access tools to diagnose and resolve customer equipment issues
• Document and update incident records, customer profiles, and work orders
• Escalate customer problems internally or externally according to defined paths
• Coordinate with other Support Specialists to ensure quick resolution of issues
• Participate in team projects to enhance service desk efficiency and quality
• Work a flexible rotation including weekends, holidays, or extended hours

Requirements

• Bachelor’s degree
• Bilingual proficiency in English and French
• Strong keyboard proficiency
• Solid understanding of Windows-based applications and tools
• Excellent written and spoken communication skills
• Aptitude for providing positive customer service

Preferred Qualifications

• Previous experience in a Customer Support or Helpdesk environment
• 1+ years of related professional experience
• Self-driven and results-oriented mindset
• Ability to work effectively under pressure and manage flexible working hours
• Strong ability to gather, organize, and present information concisely

About the Company

NCR Atleos is a global leader in expanding financial access. Headquartered in Atlanta, our team of 20,000 employees works to optimize branches, improve operational efficiency, and maximize self-service availability for financial institutions and retailers worldwide.