About NCR VOYIX
The L1 Help Desk Representative works in a high-volume service desk environment, serving as the first point of contact for customers and internal users. This role focuses on delivering timely first-line technical support, accurate incident logging, and excellent customer service while ensuring adherence to established Service Level Agreements (SLAs) for supported products and services.
Key Responsibilities:
• Act as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems.
• Assess, validate, categorize, and prioritize tickets in accordance with defined support processes and SLAs.
• Perform first-level (L1) remote troubleshooting for desktop systems, Microsoft Windows operating systems, retail point-of-sale (POS) devices, and basic peripheral issues.
• Resolve common technical issues by following documented procedures, knowledge base articles, and standard operating procedures.
• Accurately document all interactions, troubleshooting steps, and resolutions in the incident management system.
• Monitor ticket status and ensure timely updates and closure, keeping customers informed throughout the resolution process.
• Dispatch field service technicians or escalate incidents to higher-level support teams when issues cannot be resolved at first level.
• Communicate clearly and professionally with customers, service personnel, and internal teams to ensure effective issue resolution.
• Maintain up-to-date knowledge of supported systems, applications, and customer environments.
Required Qualifications & Skills:
• 1–2 years of experience in a Help Desk, Service Desk, or Call Center support role.
• Basic working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Strong customer service orientation with the ability to handle high call and ticket volumes professionally.
• Good troubleshooting and problem-solving skills, with attention to detail.
• Effective English verbal and written communication skills, including active listening.
• Ability to work in a fast-paced, multitasking environment, both independently and as part of a team.
• Willingness to work flexible shifts, including evenings, weekends, and holidays as required.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.
