IT Help Desk Analyst

Job Title: IT Help Desk Analyst

Reports to: IT Team Leader

Resource Type: Employee

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.

TECHNICAL SKILLS:

• Thorough knowledge of Windows 11 and above Operating System.
• Basic knowledge on Mac operating system and troubleshooting.
• 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, MS Outlook 2016 or later
• Ability and willingness to learn quickly, keep knowledge current.

EDUCATION & WORK HISTORY:

• Minimum qualification: Graduation.
• Technical diploma is preferred, but not mandatory.
• Minimum 2 years of experience in a technical support role.
• Candidates with prior experience in a technical, voice-based process will be given priority.

COMMUNICATION SKILLS:

• High proficiency in English grammar, vocabulary, and sentence structure.
• Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.
• Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice, and confident tone.
• Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.

OTHER ESSENTIAL SKILLS:

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

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”