Incident Management Agent - MEA

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Title: Incident Management Agent - MEA

Location: Belgrade, Hybrid

Position Summary

The Helpdesk Representative is responsible for delivering first-line technical support to NCR Atleos customers in a high-volume helpdesk environment. This role serves as the primary point of contact for troubleshooting hardware, software, and retail point-of-sale system issues, ensuring timely resolution and adherence to service level agreements (SLAs).

Key Areas of Respnsibility:

Reports to Supervisor.

Position works in high call volume Helpdesk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services

Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload of CE’s to meet SLA’s across broader areas

Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch 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 I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults

Provide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem

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

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, letters, 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 HDS (Help Desk Solution) system

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

Record information into the Incident tracking system; Conduct quality audits and Call Monitoring activities through monitoring tool

Manage operations during scheduled shifts using on-hand tools and observations

Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer

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

Company Benefits :

Private Health Insurance

Employee Referral Bonus Program

Wellbeing Resources

Baby Bonus

Life, Accident & Disability Insurance

Numerous opportunities for internal career pathing and advancement

Discounts for employees at NCR Atleos partners

• EEO Statement
• NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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