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Service Operations Associate II

NCR Atleos

Hybrid
LocationGiza, Al Jizah, Egypt
Job TypeFull-time
Work ModeHybrid
SalaryNot specified
Posted

JOBLYIN SUMMARY

Job Overview

This position is offered by NCR Atleos, in Giza, Al Jizah, Egypt, as a Full-time role, with a Hybrid work arrangement. The job details and listed requirements below are based on the original job posting.

COMPANY PROFILE

About the Company

AIThis summary was prepared with the assistance of AI based on available information and may not reflect all details about the company.

NCR Atleos is a company that appears to operate within the technology and services sector, as suggested by its job titles such as 'Service Planner - Egypt' and 'Service Operations Associate II.' These roles imply involvement in service management, planning, and operational support, potentially across international markets. While the exact nature of the business and specific industry are not provided, the presence of regional job listings hints at a possible global or multi-regional operations footprint. The company may offer services related to technology infrastructure, customer support, or enterprise solutions. However, without additional information, it is not possible to confirm the precise scope of its activities, client base, or market focus. NCR Atleos likely seeks candidates with experience in service coordination, project management, and operational execution to support its service delivery processes.

ORIGINAL JOB DESCRIPTION

About the Job

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. Job Description Title: Incident Management Agent Location: Cairo, Egypt (Hybrid) Position Summary The Incident Management Agent serves as the primary point of contact for NCR Financial customers, ensuring the effective management, monitoring, and resolution of incidents and service requests. The role is responsible for handling customer interactions, monitoring ATM incidents, troubleshooting issues, documenting incidents, and coordinating escalations when required. The successful candidate will play a critical role in maintaining service quality, minimizing disruption to customer operations, and ensuring high levels of customer satisfaction through timely and accurate incident management. Key Responsibilities Act as the single point of contact for NCR Financial customers regarding Incident Management Services. Receive, log, and manage customer calls, incidents, and service requests in a professional and timely manner. Monitor ATM incidents and system alerts for NCR's ATM monitoring customers. Analyze incident details and determine appropriate priority levels based on documented procedures and business impact. Provide first-level troubleshooting and support to resolve incidents and restore service as quickly as possible. Utilize remote access tools to diagnose, investigate, and resolve customer issues. Accurately record, document, and maintain incident records within the Help Desk Solution (HDS) system. Update work orders with detailed information, progress updates, actions taken, and resolution status. Review incident history and trends to identify recurring issues and support proactive problem management. Generate daily and weekly incident reports for operational tracking and management reviews. Escalate incidents internally and externally according to established escalation procedures when necessary. Research and respond to customer inquiries received through phone calls, emails, letters, and callbacks within defined service levels. Ensure compliance with service management processes and quality standards. Support the implementation, maintenance, and management of Incident Management systems and processes. Contribute to team projects and continuous improvement initiatives aimed at enhancing service quality and operational efficiency. Develop technical and communication skills through coaching, feedback, training, and professional development opportunities. Basic Qualifications Bachelor's degree in information technology, Business Administration, or a related field. Excellent command of the English language, both written and verbal. 0 to 2 years of experience in a Help Desk, IT Support, Incident Management, Service Desk, Customer Support, or Operations environment. Excellent verbal and written communication skills in English. Ability to manage multiple tasks and prioritize workload in a fast-paced environment. Knowledge of incident management processes and service support principles is an advantage. Proficiency in Microsoft Office applications. Ability to work independently as well as collaboratively within a team environment. Strong analytical and troubleshooting skills. Willingness to work in a 24/7 shift-based environment, including public holidays if required. Offers of employment are conditional upon passage of screening criteria applicable to the job. 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. Statement to Third Party Agencies To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. Show more

CAREER PROFILE

Role Overview

AIThis summary was prepared with the assistance of AI based on available information and may not reflect all details about the company.

This role involves supporting service operations through coordination and problem resolution. The associate ensures efficient processes and maintains customer satisfaction within operational guidelines.

JOB SOURCE

Original Job Listing

This job was found through LinkedIn. You can review the original listing before applying.

View Original Listing ↗

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