Service Desk Agent L1

NCR Voyix; Cebu City; On-site; PHP 2,229,000 - 3,822,000; Full time

Job summary

NCR Voyix Corporation is seeking an L1 Support professional to directly engage with customers, diagnose standard hardware and software issues, and collaborate with NCR and third-party technicians. The role emphasizes incident tracking and on-site coordination to meet service level agreements.

Responsibilities include installing, configuring, and updating hardware/software, guiding remote fixes, and maintaining thorough work orders. Strong communication and problem-solving skills are essential.

Qualifications

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication; active listening.
• Ability to build relationships with customers and stakeholders.

Responsibilities

• Works directly with customers to resolve recurring or standard problems.
• Works with NCR and 3rd party technicians to resolve HW or SW problems.
• Provides incident tracking sheets to report on performance.
• Reviews incident history to identify recurring faults.
• Provides support with installing, configuring, and updating hardware and software.
• Allocates engineer appointment times for on-site jobs.
• Updates work orders and provides status information.
• Assigns and distributes workload to meet SLA’s.
• May respond to escalated calls.
• Participates in product set or customer base training.

Skills

Problem solving

Analytical skills

Excellent communication

Relationship building

Keyboard proficiency

Education

High school diploma

Tools

Windows-based applications

Desktop diagnostic tools

Job description

Job Description:

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Title: L1 Support

Location: Global

Grade: B1

Position Summary & Key Areas of Responsibility

• Works directly with customers to resolves recurring or standard problems
• Works directly with NCR and 3rd party Vendor technicians to resolve HW or SW problems
• Provides daily and weekly incident tracking sheets to report on performance
• Reviews incident history to determine recurring faults
• Provides technical support and assistance to clients and businesses regarding hardware and software issues
• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
• Allocates engineer appointment times for jobs requiring multiple resources on-site
• Updates work orders and provides status information
• Assigns and distributes workload to meet SLA’s
• May respond to escalated calls
• Participates in product set or customer base training
• May implement remote fixes relying on guided search for diagnosis across multiple products
• Applies troubleshooting checklists
• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic Qualifications

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-basedapplications/tools
• Problem solving and analytical skills.
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• High school diploma

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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

When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.comemail domain.