Service Desk Agent L1- Italian speaker

Position: Service Desk Agent L1- Italian Speaker

Location: Belgrade, SRB

Shift rotation includes schedules from 8.00 to 23.00

Position Summary & Key Areas of Responsibility

• Works directly with customers to resolves recurring or standard problems
• Works directly with NCR Voyix 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
• Reference: fUSlkOwB7AGIBoqq3PHABbjXRf7Cjnm6_ltDcnmVPkRUaVtiSR4MeURi6CiJ5QpZ

Basic Qualifications

• Proficient in Italian and English, with strong verbal and written communication skills in both languages
• Computer literate, with solid keyboard proficiency and a good understanding of Windows-based applications and tools
• Strong analytical and problem-solving abilities, with a proactive approach to resolving customer issues
• Excellent interpersonal skills, with a focus on relationship building and customer satisfaction
• Effective communicator, skilled in active listening, clear articulation, and professional correspondence    
• Educational background: High school diploma (or equivalent)