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 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.
Why Join Us
- Work with a global leader in financial technology.
- Gain exposure to enterprise-level incident and service management systems.
- Structured training and professional development opportunities.
- Collaborative, multicultural, and supportive work environment.
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.
