1,328 Helpdesk Analyst jobs in Malaysia

Main Responsibilities

Respond to customer telephone, chat, and email inquiries by providing diagnostic and other assistance on the basic questions and high call volume queue platforms supported and serviced by us

Coordinate and Plan Dispatch Schedules

Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.

Provide follow-up service by calling customers who have recently had service interactions

Maintain accurate records and documentation on service tickets

Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements

Promotes and ensures a culture of privacy and security related to PHI and HIPPA.

Follow up on shipped parts that require a parts return (RMA)

Complete service documentation as required

Contributes to team goals and objectives through active participation.

Promotes Professional Services

Job Requirements

Minimum 2 years of service experience in the troubleshooting and repair of electronic system

Good written and spoken English Language

Good working knowledge of electronics and electro-mechanical devices

Proficient PC skills (Microsoft Office package) – and/or LIS or Lab Management Software (LMS) a plus.

Experience with medical devices and equipment, experience with company equipment a plus.

Effective communication and customer service skills

Working knowledge and practical experience of basic lab test equipment

Working knowledge and experience of networking set up and troubleshooting

Shift base position

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service, Quality Assurance, and Business Development

Industries

Professional Training and Coaching, Professional Services, and IT Services and IT Consulting

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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Join to apply for the Support Analyst (Shift required) role at Standard Chartered

Join to apply for the Support Analyst (Shift required) role at Standard Chartered

• Application support and Infrastructure management, product such as CBBS, IBanking.
• Identify system Gaps. Prepare & execute the service Improvement plans.
• Candidate will gain experience in resolving complex (L2 / L3) incidents & manage security incidents.
• Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets.
• Regularly review the nature of incident tickets with a view to fix it permanently.
• Effective engagement with business & technology stakeholders for any critical issues.
• Ensure RCAs are performed for high severity issues.
• Flexible to work in shifts inclusive of night shifts being 24*7 application
• Provide timely workaround solutions for failing issue pattern which requires source code fix
• Should have adequate knowledge on Java, DB2, Postgres SQL, Shell scripts and AWS foundations
  
  

Key Responsibilities

• Application support and Infrastructure management, product such as CBBS, IBanking.
• Identify system Gaps. Prepare & execute the service Improvement plans.
• Candidate will gain experience in resolving complex (L2 / L3) incidents & manage security incidents.
• Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets.
• Regularly review the nature of incident tickets with a view to fix it permanently.
• Effective engagement with business & technology stakeholders for any critical issues.
• Ensure RCAs are performed for high severity issues.
• Flexible to work in shifts inclusive of night shifts being 24*7 application
• Provide timely workaround solutions for failing issue pattern which requires source code fix
• Should have adequate knowledge on Java, DB2, Postgres SQL, Shell scripts and AWS foundations
  
  

Skills And Experience

• Fresh graduates or min 1 year experience in Java are welcome to apply but must have completed projects in Java / J2EE.
• SQL querying (IBM DB2 / Post Gres SQL), Knowledge on Linux, AWS basics, Unix scripting
• Control-m, ADO, ServiceNow
• Excellent communication skill
• Shift pattern: 10pm-7am (night shift), 1pm-10am (afternoon shift), 7am-4pm (morning shift), 9am-6pm (normal working). 1 months 5 days night shift, remaining of days either afternoon shift / morning shift / morning shift.
• Candidate is entitled for 2 days off day per week.
• OT will be paid according to Employment Act.
  
  

Qualifications

• Good knowledge on Java / J2EE technologies, AWS cloud and SQL Querying on Linux platform. Any certification on these technologies will be added advantage.
• BE / MCA / Masters in computer science / Any added certification said above will be advantage
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries Banking

Referrals increase your chances of interviewing at Standard Chartered by 2x

Sign in to set job alerts for “Support Analyst” roles.

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Join to apply for the

Support Analyst (Shift required)

role at

Standard Chartered Join to apply for the

Support Analyst (Shift required)

role at

Standard Chartered Application support and Infrastructure management, product such as CBBS, IBanking. Identify system Gaps. Prepare & execute the service Improvement plans. Candidate will gain experience in resolving complex (L2 / L3) incidents & manage security incidents. Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets. Regularly review the nature of incident tickets with a view to fix it permanently. Effective engagement with business & technology stakeholders for any critical issues. Ensure RCAs are performed for high severity issues. Flexible to work in shifts inclusive of night shifts being 24*7 application Provide timely workaround solutions for failing issue pattern which requires source code fix Should have adequate knowledge on Java, DB2, Postgres SQL, Shell scripts and AWS foundations

Key Responsibilities

Application support and Infrastructure management, product such as CBBS, IBanking. Identify system Gaps. Prepare & execute the service Improvement plans. Candidate will gain experience in resolving complex (L2 / L3) incidents & manage security incidents. Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets. Regularly review the nature of incident tickets with a view to fix it permanently. Effective engagement with business & technology stakeholders for any critical issues. Ensure RCAs are performed for high severity issues. Flexible to work in shifts inclusive of night shifts being 24*7 application Provide timely workaround solutions for failing issue pattern which requires source code fix Should have adequate knowledge on Java, DB2, Postgres SQL, Shell scripts and AWS foundations

Skills And Experience

Fresh graduates or min 1 year experience in Java are welcome to apply but must have completed projects in Java / J2EE. SQL querying (IBM DB2 / Post Gres SQL), Knowledge on Linux, AWS basics, Unix scripting Control-m, ADO, ServiceNow Excellent communication skill Shift pattern: 10pm-7am (night shift), 1pm-10am (afternoon shift), 7am-4pm (morning shift), 9am-6pm (normal working). 1 months 5 days night shift, remaining of days either afternoon shift / morning shift / morning shift. Candidate is entitled for 2 days off day per week. OT will be paid according to Employment Act.

Qualifications

Good knowledge on Java / J2EE technologies, AWS cloud and SQL Querying on Linux platform. Any certification on these technologies will be added advantage. BE / MCA / Masters in computer science / Any added certification said above will be advantage

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter,

we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations. Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum. Flexible working options based around home and office locations, with flexible working patterns. Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning. Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential. Seniority level

Seniority level Entry level Employment type

Employment type Full-time Job function

Job function Information Technology Industries Banking Referrals increase your chances of interviewing at Standard Chartered by 2x Sign in to set job alerts for “Support Analyst” roles.

Kota Damansara, Selangor, Malaysia 2 weeks ago Kota Damansara, Selangor, Malaysia 2 weeks ago Service Desk Analyst (Fresh Graduates Welcome)

Federal Territory of Kuala Lumpur, Malaysia 5 days ago Specialist, Technical Support | TNG Digital

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR40,000.00-MYR50,000.00 1 month ago Petaling Jaya, Selangor, Malaysia 3 months ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago Federal Territory of Kuala Lumpur, Malaysia 4 weeks ago Federal Territory of Kuala Lumpur, Malaysia 1 week ago Bukit Raja, Selangor, Malaysia 5 days ago Federal Territory of Kuala Lumpur, Malaysia 4 weeks ago IT Support Specialist - 6 Months Contract

Petaling Jaya, Selangor, Malaysia 4 days ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Puchong, Selangor, Malaysia MYR2,200.00-MYR3,000.00 6 months ago Petaling Jaya, Selangor, Malaysia MYR3,800.00-MYR5,000.00 1 month ago Technical Support Engineer (Data and AI Intelligent Platform)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Petaling Jaya, Selangor, Malaysia MYR3,800.00-MYR5,000.00 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

The Helpdesk team supports Ria’s point of sale system (FxOnline) to ensure that our agent network can transact and perform the necessary tasks when required.

Based in the Malaysia, the APAC Helpdesk team is supporting operations from agents located in Malaysia, Singapore, Australia, New Zealand, and other global correspondents in the APAC region. The Helpdesk Analyst will meet and exceed all company and individual goals in line with the company’s policies, procedures, and values.

Roles & Responsibilities

• Provide prompt and accurate technical assistance to our agents and stores via various channels (phone, emails, tickets, remote, etc.) and escalate complex issues to the appropriate team if necessary.
• Maintain accurate and detailed records of agent interactions, inquiries, and support provided using designated ticketing systems. Share valuable insights or recurring issues with the knowledge base team for continuous improvement.
• Adhere to standard operating procedures, troubleshooting guidelines, and escalation protocols to ensure efficient and consistent support delivery. Continuously seek process improvements and contribute to developing best practices.
• Assigning website permissions to employees and agents as required through FxClient.
• Creation of users and passwords on FxClient for Ria’s agents.
• Diagnose and resolve hardware, software, and network-related issues by analyzing agents' reports, conducting research, and implementing effective solutions.
• Conduct training sessions and provide instructional materials to help our agents understand the usage and capabilities of the products.
• Programming of the security hardware for our agents (Yubikey)
• Consistent monitoring and reporting of identified issues and possible errors, inconsistencies, and performance issues on the FxOnline website.
• Request FxOnline amendments and enhancements, and ensure the enhancements are carried out
• Establish and maintain relationships with agents and departments as required.
• Ensure QA standards are met to provide quality customer service to the caller.
• Inform necessary departments and agents of website outages, enhancements, and version upgrades.
• Remote installation and troubleshooting of Ria Device Manager, Printer, Scanner, Signature Pad, and Card Terminal machines.
• Report all incidents, hazards, and injuries as soon as possible (within the same shift) to the appropriate person
• Participate in the implementation of the WHS plan
• Visits our stores to provide troubleshooting support when needed.
  
  

Position Requirements

• Technical or professional with an IT background or similar fields.
• Excellent troubleshooting and problem-solving skills.
• Flexibility to work in shifts and adapt to changing schedules.
• Experience using Zendesk, Logmein, is highly desirable.
• Fluent English, an additional language such as Tamil or Tagalog, is also desirable
• Must be able to work on-site.

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology

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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.

TITLE : Help Desk Representative (II)

GRADE : 7

Position Summary & Key Areas of Responsibility

• Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services

• 7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones

• Accountable for continuously receiving and handling high volumes of customer calls

• Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults

• Determine alert priority based on documented processes and guidelines

• Use tools to remotely access customer equipment to diagnose and resolve customer problems

• Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information

• Escalate customer problems both internally and externally, as required and according to defined escalation paths

• Acquire and maintain current knowledge of relevant product offerings and support policies

• Participate in special projects as assigned to continuously improve processes, tools, systems and organization

• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches

• Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress

• Contribute as a team member; participate in objective setting, performance management, reward and recognition programs

• Requires rotation in work hours involving weekends and holidays

Basic Qualifications

• Bachelor’s degree

• Bilingual (English/French)

• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)

• Knowledge of Automated Banking Machines (ATM/ABM)

• Keyboard proficiency and understanding of Windows-based applications/tools

Preferred Qualifications

• Previous experience in a Customer Support and/or Helpdesk environment

• 1+ years of related experience

• Self-driven and results oriented; Ability to work under pressure within flexible working hours

• Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication

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

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.

Statement to Third Party Agencies

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

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Primary Responsibilities

• Serves as the first point of contact for technical support within an organization. Assist users in resolving hardware, software, and network-related issues, either remotely or on-site. Ensure smooth operation of IT systems and minimize downtime for end-users.
• Respond to incoming support request via phone, email, ticketing system. diagnose and troubleshoot hardware/software issues
• Log and manage support tickets using IT service management tools (ITSM), document issues and resolutions for future reference and knowledge sharing, maintain accurate records of user interactions and technical issues.
• Install and configure desktops, laptops, printers, and mobile devices onsite and remotely, support the setup of email, VPN, remote access, and user accounts, deploy software updates, patches, and antivirus solutions.
• Monitor system alerts and health indicators, perform routine maintenance to prevent issues before they occur.
• Educate users on common issues and best practices, communicate downtime, changes, and maintenance schedules.
• Collaborate with internal and external IT teams and business users to develop, document, and test the Business Continuity plan, ensuring preparedness for potential disruptions or disasters.
• Must be available during normal business hours for the hired location and may act as overnight support for all locations depending on region coverage, ensuring timely resolution of IT issues and emergencies.
• Possess a strong understanding of Office products, Windows Operating Systems (particularly Windows 11 Professional), Windows Server Operating Systems (especially Active Directory), VMWare, and Office 365 administration, Virtual Server Software and Management

Qualifications

• CompTIA A+ Certified – Entry-level certification in hardware and software support.
• Brings over 2 years of hands-on experience in IT roles, with proven expertise in network administration, system monitoring, and infrastructure maintenance.
• Proficiency in utilizing Network Management and Monitoring systems, with the ability to troubleshoot system performance issues and implement solutions.
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and collaborate with internal teams and external vendors.
• Proactive and self-motivated, with a willingness to learn, share knowledge, and cooperate with team members to achieve common goals.
• Strong problem-solving skills, with the ability to independently solve and be proactive in technical issues and drive continuous improvement in IT operations and services as well as Time management and multitasking
• Familiarity with Active Directory, user permissions, and account management, and Intune

Basic networking knowledge (IP, DNS, DHCP)

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Overview

Join to apply for the Help Desk Analyst role at LT Zero Asia Pacific .

Quantum delivers end-to-end data management solutions designed for the AI era. With over four decades of experience, our data platform has allowed customers to extract the maximum value from their unique, unstructured data. From high-performance ingest that powers AI applications and demanding data-intensive workloads, to massive, durable data lakes to fuel AI models, Quantum delivers the most comprehensive and cost-efficient solutions. Leading organizations in life sciences, government, media and entertainment, research, and industrial technology trust Quantum with their most valuable asset – their data. Quantum is listed on Nasdaq (QMCO). For more information visit

Responsibilities

• Respond to requests for remote technical assistance via phone, chat, or email.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise customers on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Train computer users as necessary.
• Participate in rotating on-call schedule.
• Demonstrate exceptional communication and customer service skills and maintain a courteous and professional demeanor.
• Ability to effectively troubleshoot and resolve technical issues in a professional manner.
• Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.

Key Competencies

• Customer Service, Communication, Teamwork and Accountability.
• Experience using Helpdesk Ticketing Systems.
• Knowledge of networking, backup and data communication systems and procedures.
• Strong analytic, troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to understand software and hardware applications as applied to the Helpdesk position.
• Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software.
• Experience using M365 is a plus.

Requirements

• Associate's degree or equivalent experience in Information Technology or related field.
• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Familiarity with various operating systems, software applications, and hardware components.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• 2+ years of prior phone-based IT support experience.
• Strong written and oral communication and customer services skills.
• Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
• Experience installing a wide variety of hardware and software.
• Advanced knowledge of Microsoft Windows Operating systems 10/11.
• Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
• Prior experience with Active Directory maintenance including password resetting and managing group membership.
• Ability to multitask in a fast-paced team environment.
• Willingness to learn new skills to provide effective support for agency technologies.
• Ability to work independently and within a team.
• Strong problem-solving and analytical abilities.
• Attention to detail and ability to manage multiple priorities.
• Willingness to learn and adapt to new technologies and tools.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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You’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.

Job Responsibilities:

• Respond to requests for remote technical assistance via phone, chat, or email.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise customers on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Train computer users as necessary.
• Participant in rotating on-call schedule.
• Demonstrate exceptional communication and customer service skills and maintaining a courteous and professional demeanor.
• Ability to effectively troubleshoot and resolve technical issues in a professional manner.
• Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.
• Customer Service, Communication, Teamwork and Accountability.
• Experience using Helpdesk Ticking Systems.
• Knowledge of networking, backup and data communication systems and procedures.
• Strong verbal and written communication skills.
• Ability to understand software and hardware applications as applied to the Helpdesk position.
• Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software.
• Experience using M365 is a plus.

Requirements:

• Associate's degree or equivalent experience in Information Technology or related field.
• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Familiarity with various operating systems, software applications, and hardware components.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• 2+ years of prior phone based IT support experience.
• Strong written and oral communication and customer services skills.
• Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
• Experience installing a wide variety of hardware and software.
• Advanced knowledge of Microsoft Windows Operating systems 10/11.
• Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
• Prior experience with Active Directory maintenance including password resetting and managing group membership.
• Ability to multitask in a fast-paced team environment.
• Willingness to learn new skills to provide effective support for agency technologies.
• Ability to work independently and within a team.
• Strong problem-solving and analytical abilities.
• Attention to detail and ability to manage multiple priorities.
• Willingness to learn and adapt to new technologies and tools.

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**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.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**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.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.