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.

Title: Service Desk Incident Manager

Location: Banja Luka

Grade: 9

Position Summary & Key Areas of Responsibility

Develops information capture and knowledge management tools to support day-to-day operationsSupports other areas in using tools and multiple customer sub-systemsEstablishes metrics and reportingTroubleshoots undocumented problemsConducts service auditsProvides feedback regarding accuracy of knowledge articles and other customer service toolsMonitoring and reviewing the 3rd party vendors and SD tickets Incident Manager assists in recommendations and works on optimization and process improvement with Service Desk Supervisor and Problem Manager.  Allocates workload, trains new employees, and provides feedback for improvementMonitors incidents and makes sure that all are in SLAMonitors 3rd party vendor incidents and portals to make sure the vendors follow and maintain SLAsWorks on best practices and guides to ensures L1 with solid knowledgeLeverages techniques for developing customer service and remote resolution toolsApplies understanding of knowledge management database tools and functionality to support service deliveryIncident Manager drives customer escalations and Major incident management and is responsible for conducting PIRs.  Incident Manager is the main point of contact for the customer upon escalations coming from the stores. Incident Manager takes ownership of major incidents to ensure efficient coordination of troubleshooting and resolution between all parties and provides effective communication to stakeholders, especially when high impact incidents have occurred.  Incident Manager attends relevant meetings (Daily meetings, 3rd party meetings, etc.) and prepares and sends the documentation needed (Critical tickets report, breakdown of tickets, high focus issues and other inquires). Applies working knowledge of:

- Call center methods and underlying concepts

- A range of various product domains or customer specialties

Basic Qualifications

•         12-18 months in SD L1 role

•         High School diploma

•         12-18 months minimum experience in L1 role

•         Advanced computer skills

•         Mentoring abilities, training skills

•         Good communication skills

•         Relationship building skills; Excellent communication skills, verbal and written as well as listening skills

•         Problem solving and analytical thinking

Preferred Qualifications

Familiar with ITIL

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.”