Helpdesk Representative

About the role

The Helpdesk Representative will serve as the single point of contact for NCR Financial customers, handling incident management and service requests. You will work with high call volumes, provide remote troubleshooting, and ensure timely resolution of ATM network issues.

Key responsibilities

• Receive and manage high volumes of customer calls and service requests.
• Generate daily and weekly incident reports and review incident history for recurring faults.
• Prioritize problems based on documented guidelines and provide accurate solutions.
• Use remote access tools to diagnose and resolve equipment issues.
• Document incident records, update work orders, and communicate status to customers.
• Escalate issues according to defined paths and collaborate with other support specialists.
• Train new and existing agents on processes and quality standards.
• Assign tasks, coach agents, and participate in team projects to improve service desk efficiency.

Required profile

• Bachelor’s degree.
• Bilingual in French and English.
• Previous experience in a customer support or helpdesk environment.
• Strong written and spoken communication skills.
• Ability to work under pressure and flexible hours, including weekends and holidays.

Required skills

• Proficiency with Windows‑based applications and tools.
• Experience using remote access utilities for troubleshooting.