Subject Matter Expert – IT Helpdesk

1 Month ago • 3-5 Years

Job Summary

Job Description

The Subject Matter Expert (SME) will provide expert-level technical support and guidance to the IT support team, overseeing day-to-day activities. Responsibilities include mentoring and training team members, acting as an escalation point, and collaborating on support processes. The SME will also develop and maintain technical documentation, identify areas for process improvement, and analyze support ticket data. The IT Help Desk operates 24/7 with rotational shifts.
Must have:
  • Thorough knowledge of Windows 10 Operating System
  • Good working knowledge of Windows, Mac, Service now ticking tool, MS Office 365 & internet technologies
  • Good knowledge of networking concepts, troubleshooting LAN/Wi-Fi remote access problems
  • Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later
  • Minimum bachelor's degree in IT, Computer Science, or related field
  • 3-5 years of IT support or help desk experience
Good to have:
  • 1 year of experience in team management (preferred)
  • Prior experience in a technical, voice-based process
  • Familiarity with ITIL best practices and service management frameworks is preferred

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:  Subject Matter Expert – IT Helpdesk

Location: Chennai India

JOB DESCRIPTION:

Subject Matter Expert (SME) is a highly skilled and experienced professional responsible for providing expert-level technical support and guidance to the IT support team. This role involves overseeing the day-to-day activities of the support team, providing technical guidance and assistance to team members, and ensuring timely and effective resolution of IT issues and requests.

PRIMARY RESPONSIBILITIES:

Mentor and train IT support team members, providing guidance on technical issues and improving their skill sets. Act as an escalation point for the support team, assisting with the resolution of challenging technical problems. Collaborate with team members to develop and refine support processes and procedures. Assist in developing training materials and conducting training sessions to enhance the team's technical and process expertise. Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs. Regularly update the knowledge base with new solutions and best practices. Ensure documentation is accurate, up-to-date, and easily accessible to the support team and end-users. Identify opportunities for process improvement within the IT support function and recommend and implement necessary changes. Conduct regular reviews and audits of team members to ensure adherence to the defined processes. Analyze support ticket data and metrics to identify trends and patterns, and proactively address recurring issues. Provide information on IT processes, general how-to queries and known outages. Follow-up with Level 2 support teams for timely completion of tasks. 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 10 Operating System and above.

Good working knowledge of Windows, Mac, Service now ticking tool, MS Office 365 & internet technologies.

Good knowledge of networking concepts, troubleshooting LAN/Wi-Fi 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: bachelor's degree preferably in Information Technology, Computer Science, or a related field (or equivalent experience).

3 - 5 years of experience in IT support or help desk roles, with a focus on providing advanced technical support.

At least 1 year of experience in team management (preferred). Deep knowledge and expertise in various IT systems, including hardware, software, networks, and security. Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. Candidates with prior experience in a technical, voice-based process will be given priority.

COMMUNICATION SKILLS:

Excellent communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical individuals. Strong documentation skills, with the ability to create and maintain technical documentation and knowledge base articles. Customer service skills (persuasion, empathy, helpfulness & positive attitude). Good business communication skills (e-mail).

 OTHER ESSENTIAL SKILLS:

Ability to mentor and train team members, sharing technical knowledge effectively. Ability to prioritize and manage multiple tasks in a fast-paced environment. Familiarity with ITIL best practices and service management frameworks is preferred.

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.”

Similar Jobs

Capgemini - MDM Administration

Capgemini

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Behaviour Interactive - Senior Gameplay Programmer - Dead by Daylight | Senior Programmeur·se jouabilité - Dead by Daylight

Behaviour Interactive

Montreal, Quebec, Canada (On-Site)
10 Months ago
easygo - Executive Assistant

easygo

Melbourne, Victoria, Australia (On-Site)
2 Weeks ago
Actian - Technical Implementation Advisor

Actian

United Kingdom (Remote)
4 Weeks ago
egnyte careers - AEC Account Executive 1 - East

egnyte careers

Raleigh, North Carolina, United States (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Braves Technologies - Associate Talent Sourcer (@Rent-A-Sourcer)

Braves Technologies

Pune, Maharashtra, India (On-Site)
1 Year ago
onwards Search - Software Engineer

onwards Search

Rochester, Minnesota, United States (Remote)
1 Week ago
Epic Games - Principal Programmer, Horde

Epic Games

Cary, North Carolina, United States (On-Site)
4 Months ago
Varonis Internal - Director of Sales Development (North America)

Varonis Internal

Morrisville, North Carolina, United States (On-Site)
1 Month ago
Framestore - Global Head of Crowd

Framestore

England, United Kingdom (On-Site)
2 Months ago
Adobe - Product Sales Specialist

Adobe

Switzerland (Remote)
2 Months ago
Aptive - Software Engineer Ground Truth Lab

Aptive

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
3 Weeks ago
Zazz - Growth Marketing Analyst

Zazz

India (On-Site)
5 Months ago
Lionbridge Games - Test Manager

Lionbridge Games

Mexico City, Mexico City, Mexico (On-Site)
1 Month ago
Evolution  - In Studio Game Presenter - Overnight - 11pm-7am Shift

Evolution

Atlantic City, New Jersey, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Chennai, Tamil Nadu, India

PwC - Senior Associate - Bengaluru Millenia - Technology Consulting

PwC

Bengaluru, Karnataka, India (On-Site)
8 Months ago
Capgemini - Artificial Intelligence Business Analyst

Capgemini

Chennai, Tamil Nadu, India (On-Site)
3 Weeks ago
GlobalStep - Finance Director

GlobalStep

Pune, Maharashtra, India (On-Site)
3 Days ago
PowerSchool - Cloud Operations Engineer 1

PowerSchool

Bengaluru, Karnataka, India (On-Site)
7 Months ago
Nagarro - Senior Engineer, ETL

Nagarro

Noida, Uttar Pradesh, India (On-Site)
7 Months ago
Contentstack - Senior Motion Designer

Contentstack

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Interactive Brokers - Senior Frontend Developer

Interactive Brokers

Mumbai, Maharashtra, India (Hybrid)
1 Week ago
Loyalty Juggernaut - Product Engineer (Python)

Loyalty Juggernaut

Hyderabad, Telangana, India (On-Site)
1 Year ago
Dream Sports - Sports Operations Analyst

Dream Sports

Mumbai, Maharashtra, India (On-Site)
2 Months ago
Ramboll - Structural Design Engineer - Tower

Ramboll

Hyderabad, Telangana, India (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.

Melbourne, Victoria, Australia (On-Site)

Cebu City, Central Visayas, Philippines (On-Site)

Hyderabad, Telangana, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Gurugram, Haryana, India (On-Site)

Gurugram, Haryana, India (On-Site)

Gurugram, Haryana, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Tokyo, Japan (On-Site)

View All Jobs

Get notified when new jobs are added by NCR Voyix

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug