Helpdesk Representative

Responsibilities

• Act as the single point of contact for financial customers regarding Incident Management Services
• Handle high volumes of customer calls, service requests, and problem resolutions
• Monitor ATM networks and determine problem priority based on documented guidelines
• Use remote access tools to diagnose and resolve customer equipment issues
• Document and update incident records, customer profiles, and work orders
• Escalate complex problems through defined internal and external paths
• Generate daily and weekly incident reports and review history for recurring faults
• Assist in training new and existing agents on revised processes and product offerings
• Participate in team projects to enhance service desk efficiency and quality

Requirements

• Bachelor’s degree
• Bilingual proficiency in English and French
• Previous experience in a Customer Support or Helpdesk environment
• Proficiency with Windows-based applications and tools
• Strong keyboard proficiency
• Excellent written and spoken communication skills

Preferred Qualifications

• 2+ years of related professional experience
• Ability to work under pressure and manage flexible working hours, including weekends and holidays
• Strong ability to gather, organize, and present information concisely
• Self-driven and results-oriented mindset

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.