Provide general end user support, by working with incoming incidents and service requests in our service desk system (Zendesk/Jira).- Support and troubleshoot all Crayon client hardware devices, software, and data ensuring optimal performance.- Contribute to security related incidents and ensure correct actions, escalation, and reporting together with Group IT InfoSec Team.- Produce written documentation and guidance on technical solutions to help achieve business success.- Assist the operations team by configuring local IT infrastructure and providing on-site support in Serbia when required.

- Comprehensive database ATM management and software support for banks- Financial customers with Incident Management Services. Email categorization, prioritization, Initial diagnosis, Escalation, as necessary, Incident resolution and Incident closure- Create and Monitor Joint Meets with 3rd Party and Internal Contractors- Communication with other service management processes: Incident Management Team, Account Support Team, Field Support Team, Service level management and communication with IT service

Working in a high-volume call center environment serving as the primary interface to internal and external customers and their agents Providing accurate and creative solutions to user problems through various channels (Phone, Chat and E-mail) and ensuring timely resolution of the problem Supporting less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharingWorks directly with customers to resolves recurring or standard problems Works directly with NCR 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 a guided search for diagnosis across multiple products Applies troubleshooting checklists Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

- Communicating with English-speaking clients, providing them all-around expertise about latest developments on financial markets - Establishing, developing, and maintaining business relationships with current and potential clients - Developing business proposals