Global Sco Support Level 2
Current- Working in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.- Following the documented Remote Incident Management Process.- Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.- Researching, resolving, and responding to questions received via telephone calls, emails, and callbacks in a timely manner, in… Show more - Working in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.- Following the documented Remote Incident Management Process.- Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.- Researching, resolving, and responding to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards.- Communicating with customers through various means (oral, written, electronic) to remotely resolve customer problem.- Using tools to remotely access customer equipment to diagnose and resolve customer problem.- Following solutions outlined in the knowledge database.- Verifing resolution of problem with the customer.- Escalating both internally and externally when required according to defined Escalation Paths.- Recording information into the ITSM or dispatch tool (ES Oracle / NEOS).- Participating in special projects as assigned to continuously improve processes, tools, systems, and organization. Show less
