Website www.ncr.com
Eligibility Dimploma /Any Graduate
Experience Freshers
Location Mumbai
Job Role IT Helpdesk Analyst
JOB SUMMARY:Company Profile :
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables more than 300 million transactions daily across the retail, financial, travel, hospitality, telecom and technology industries. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia with over 26,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.
Job Description:
1. Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
2. Provide information on IT processes, general how-to queries and known outages.
3. When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
4. Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
5. Follow-up with Level 2 support teams for timely completion of tasks.
6. Co-ordinate with third-party vendors like Dell and Canon for hardware issues.
7. This job role requires candidates to provide IT support on inbound calls, web tickets and chat. 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:
1. Thorough knowledge of Windows 7 Operating System.
2. Good working knowledge of Windows, MS Office 2010 & internet technologies.
3. Basic networking concepts, troubleshooting LAN/remote access problems.
4. Expertise in configuring and troubleshooting MS Outlook 2007 or later
5. Ability and willingness to learn quickly, keep knowledge current.
Candidate Profile:
1. Minimum qualification: HSC (Grade 12). Technical diploma is preferred, but not mandatory.
2. Minimum six months experience in a technical support role.
3. Candidates with prior experience in a technical, voice-based process will be given priority
Communication Skills:
1. High proficiency in English grammar, vocabulary and sentence structure.
2. Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.
3. Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone.
4. Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.
Other Essential Skills:
1. Telephone etiquette - basic call handling skills.
2. Customer service skills (persuasion, empathy, helpfulness & positive attitude)
3. Good business communication skills (e-mail)
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