Help Desk Representative

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: Help Desk Representative Location: Belgrade, Serbia Grade: 7 Position Summary & Key Areas of Responsibility •This is a French speaking position and requires knowledge of French language of level B2 or higher •Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services; •Accountable for continuously receiving and handling high volumes of customer calls •Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults •Monitor ATM networks •Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems •Use tools to remotely access customer equipment to diagnose and resolve customer problems •Record information into the HDS (Help Desk Solution) system; 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, when required and according to defined escalation paths •Acquire and maintain current knowledge of relevant product offerings and support policies •Participate in team projects that enhance the quality or efficiency of help desk service •Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization •Requires rotation in work hours involving weekend, holiday or extended hours Basic Qualifications •High School Diploma •Must be bilingual in English and French •The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken) •Basic PC/Microsoft Office skills and telephone skills Preferred Qualifications •Associate’s Degree •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. 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. By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice ( Applicant Privacy Policy | NCR Atleos ) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at 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.