IT Support Analyst II (Voice Process)

About Ncr Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Process: Voice

Location: Vikhroli Mumbai

• Job Title -IT help desk-Analyst

Primary Responsibilities

• Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
• Provide information on IT processes, general how-to queries and known outages.
• When a problem is reported, the Help Desk Analyst must analyse the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
• Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
• Follow-up with Level 2 support teams for timely completion of tasks.
• This job role requires candidates to provide IT support on inbound and outbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.

Other Essential Skills:

• Telephone etiquette - basic call handling skills.
• Customer service skills (persuasion, empathy, helpfulness & positive attitude).
• Good business communication skills (e-mail).

Technical Skills:

• Candidates with prior experience in a technical, voice-based process will be given priority.
• Minimum qualification: HSC (Grade 12). Technical diploma is preferred, but not mandatory. Minimum 2 years of experience in a technical support role.
• Thorough knowledge of Windows 10 and above Operating System.
• Good working knowledge of Windows, MS Office 365 & internet technologies. Basic knowledge of networking concepts, troubleshooting LAN/remote access problems.
• Expertise in configuring and troubleshooting Office365, Browser troubleshooting. Ability and willingness to learn quickly, keep knowledge current.

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.