TL;DR
CCC Help Desk Representative Incident Management Agent: Providing operational support to a Spanish customer, managing incidents, ensuring clear communication, and achieving fast resolution in line with service standards with an accent on fast resolution. Focus on proactively informing users about the progress of each incident, properly documenting each case to ensure quality and traceability.
Location: Serbia
Company
NCR Atleos is a leader in expanding financial access, optimizing the branch, improving operational efficiency and maximizing self-service availability for financial institutions and retailers across the globe.
What you will do
- Register, monitor, and manage incidents following established procedures.
- Perform initial diagnostics and coordinate with technical teams for resolution.
- Proactively inform users about the progress of each incident.
- Properly document each case to ensure quality and traceability.
- Work closely with the team and participate in continuous improvement activities.
Requirements
- Very high level of Spanish (C1 or equivalent).
- Experience in technical support, Service Desk, NOC, or incident management.
- Advanced proficiency in Excel and Outlook.
- Strong verbal and written communication skills.
- Availability for 24x7 rotating shifts.
Nice to have
- High level of English.
- Knowledge of ITSM tools (ServiceNow, Remedy, etc.).
Culture & 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