L1 Service Desk Analyst

• Position works in high call volume service desk environment, supporting NCR’s-Serv Check Out customers.
• Responsible for Remotely delivering solutions, dispatching 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 1 technical troubleshooting of Self-Serv Check Outs on inbound incidents created by customers’ internal support teams.
• 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.
• Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.
• 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, emails, 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 ITSM Tool (NEOS/SNOW).
• 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.
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution.
• 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.
• Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations

NCR Corporation