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.

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