IT Help Desk Analyst
Job Summary
Job Description
- Level 1 support for PC client issues.
- Provide IT process and general how-to queries.
- Analyze symptoms and determine root cause.
- Escalate to Level 2 when needed.
- Follow up with Level 2 teams for task completion.
- Thorough knowledge of Windows 11 and above.
- Basic knowledge on Mac operating system.
- Good working knowledge of MS Office 365.
- Basic knowledge of networking concepts.
- Experience in configuring and troubleshooting Office365.
7 skills required
Job Details
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
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.”
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