Service Operations Associate II

NCR Atleos

Job Summary:

This role serves as the single point of contact for NCR Financial customers, ensuring efficient incident handling, accurate documentation, and timely resolution of ATM and system-related issues.

Key Responsibilities:

• Act as the single point of contact for NCR Atleos customers receiving Incident Management Services.

• Receive, log, and manage customer incidents via phone and support systems.

• Monitor ATM incidents for NCR ATM monitoring customers.

• Classify and prioritize incidents based on documented guidelines and business impact.

• Accurately record all incident details, updates, and resolutions in the Help Desk Solution (HDS) system.

• Maintain and update work orders, providing clear status of communication to customers and internal teams.

• Escalate incidents internally or externally according to defined escalation procedures.

• Generate and review daily and weekly incident reports to identify trends and recurring issues.

• Participate in continuous improvement initiatives and team projects to enhance service quality and efficiency.

• Support the implementation and ongoing management of the Incident Management (IM) system.

• Continuously develop communication and support skills through coaching and feedback.

Qualifications:

• Bachelor s degree (required).

• Excellent spoken and written English.

• Professional experience using Windows applications, Microsoft Office, and Internet-based tools.

• Strong problem-solving, analytical, and communication skills.

• Ability to work effectively in a fast-paced, customer-focused environment.

• Experience in incident management, help desk, or IT service operations is an advantage.

Work Schedule:

Shift-based role with rotational coverage to support business operations.