ATM Helpdesk Agent

Position: ATM Helpdesk Agent

Department: IT / Technical Support

Reports to: Helpdesk Supervisor / Team Lead

Work Schedule: Rotating shifts (including nights, weekends, and holidays) to support 24/7 ATM operations

Job Purpose

Act as the first point of contact for ATM-related incidents and service requests, ensuring issues are logged,

tracked, and resolved promptly through close coordination with clients, field teams, and second-level

support.

Key Responsibilities

Incident & Request Management

• Receive, log, and categorize ATM incidents and service requests in the ticketing system
• Assign and route tickets to the correct support group based on issue type and priority
• Track each ticket from creation through resolution, ensuring SLA targets are met

Communication & Coordination

• Respond to client emails, calls, and inquiries in a timely and professional manner
• Coordinate with clients to clarify issue details, provide status updates, and confirm resolution
• Liaise with field engineers, vendors, and Second Level Maintenance (SLM) support for escalations

Monitoring & Follow-up

• Monitor open tickets continuously and flag any at risk of SLA breach
• Make follow-up calls to SLM support and field teams to expedite pending or delayed cases
• Work Permit coordination
• Update ticket records with accurate status, actions taken, and resolution notes

Reporting & Documentation

• Maintain clear and accurate logs of incidents, resolutions, and recurring problems
• Hand over open/pending tickets clearly during shift changeover
• Escalate critical or unresolved issues according to the escalation matrix

Qualifications & Skills

• Bachelor's degree or diploma in IT, Business, or related field
• 1–2 years' experience in a helpdesk, call center, or technical support role (banking/ATM environment

preferred)

• Familiarity with ticketing systems (e.g., ServiceNow, Remedy) is a plus
• Strong verbal and written communication skills
• Ability to multitask and remain calm under pressure
• Willingness and flexibility to work rotating shifts, including nights, weekends, and holidays
• Basic understanding of ATM operations and banking terminology is an advantage
• Proficient in MS Office (Excel, Outlook)

Working Conditions

• Rotational shift schedule covering 24/7 helpdesk operations
• Desk-based role involving continuous phone and computer use

Benefits:

• Company events
• Free parking
• Health insurance
• On-site parking

Work Location: In person