Subject Matter Expert - IT Helpdesk

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Job Title:  Subject Matter Expert – IT Helpdesk

Location: Chennai India

JOB DESCRIPTION:

Subject Matter Expert (SME) is a highly skilled and experienced professional responsible for providing expert-level technical support and guidance to the IT support team. This role involves overseeing the day-to-day activities of the support team, providing technical guidance and assistance to team members, and ensuring timely and effective resolution of IT issues and requests.

PRIMARY RESPONSIBILITIES:

Mentor and train IT support team members, providing guidance on technical issues and improving their skill sets. Act as an escalation point for the support team, assisting with the resolution of challenging technical problems. Collaborate with team members to develop and refine support processes and procedures. Assist in developing training materials and conducting training sessions to enhance the team's technical and process expertise. Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs. Regularly update the knowledge base with new solutions and best practices. Ensure documentation is accurate, up-to-date, and easily accessible to the support team and end-users. Identify opportunities for process improvement within the IT support function and recommend and implement necessary changes. Conduct regular reviews and audits of team members to ensure adherence to the defined processes. Analyze support ticket data and metrics to identify trends and patterns, and proactively address recurring issues. Provide information on IT processes, general how-to queries and known outages. Follow-up with Level 2 support teams for timely completion of tasks. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.

TECHNICAL SKILLS:

Thorough knowledge of Windows 10 Operating System and above.

Good working knowledge of Windows, Mac, Service now ticking tool, MS Office 365 & internet technologies.

Good knowledge of networking concepts, troubleshooting LAN/Wi-Fi remote access problems.

Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later.

Ability and willingness to learn quickly, keep knowledge current.

 EDUCATION & WORK HISTORY:

Minimum qualification: bachelor's degree preferably in Information Technology, Computer Science, or a related field (or equivalent experience).

3 - 5 years of experience in IT support or help desk roles, with a focus on providing advanced technical support.

At least 1 year of experience in team management (preferred). Deep knowledge and expertise in various IT systems, including hardware, software, networks, and security. Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. Candidates with prior experience in a technical, voice-based process will be given priority.

COMMUNICATION SKILLS:

Excellent communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical individuals. Strong documentation skills, with the ability to create and maintain technical documentation and knowledge base articles. Customer service skills (persuasion, empathy, helpfulness & positive attitude). Good business communication skills (e-mail).

 OTHER ESSENTIAL SKILLS:

Ability to mentor and train team members, sharing technical knowledge effectively. Ability to prioritize and manage multiple tasks in a fast-paced environment. Familiarity with ITIL best practices and service management frameworks is preferred.

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 diversity and 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.”