Role Overview:

The IT Helpdesk Analyst will provide Level 1 technical support for desktop/laptop hardware, software, operating systems, printers, and other end-user IT issues. The position involves analyzing reported problems, determining root causes, consulting knowledge base resources, and delivering resolutions or escalating issues as necessary. The analyst will handle IT support via inbound calls, web tickets, and chat interactions.

The Helpdesk operates on a 24x7 basis, and team members will work in rotational shifts, observing a 5-day work week.

Primary Responsibilities:

• Provide Level 1 support for PC client issues, including desktops, laptops, hardware, software, operating systems, and printers.
• Offer information on IT processes, answer general how-to queries, and provide updates on known outages.
• Analyze reported problems, determine root causes, consult knowledge base instructions, provide solutions, and document relevant details.
• Escalate complex issues to Level 2 teams and track progress on high-priority tickets.
• Coordinate with third-party vendors such as Dell and Canon for hardware-related issues.
• Handle IT support interactions through inbound calls, web tickets, and chat.
• Maintain accurate and complete documentation for all support activities.

Key Technical Skills:

Windows/Mac, ServiceNow, MS Office 365, Internet Technologies, Basic Networking, LAN Troubleshooting, Remote Access Troubleshooting, Technical Troubleshooting

Requirements:

• Minimum qualification: HSC (Grade 12). A technical diploma is preferred but not mandatory.
• 1-3 years of experience in a technical support role.
• Experience in technical, voice-based support processes is an added advantage.
• Thorough knowledge of Windows 10 and above.
• Good working knowledge of Windows, Mac, ServiceNow, MS Office 365, and internet technologies.
• Basic understanding of networking concepts and troubleshooting LAN/remote access issues.
• Ability to configure and troubleshoot Office365, MS Outlook 2016 or newer.
• Willingness and ability to learn quickly and keep technical knowledge current.
• Offers of employment are conditional upon passing applicable screening criteria.

Communication Skills:

• High proficiency in English grammar, vocabulary, and sentence structure.
• Fluency in speech with the ability to hold conversations confidently and with minimal fillers.
• Clear speech with a neutral accent, appropriate rate of speaking, and a pleasant, confident tone.
• Strong listening skills—ability to comprehend information and respond appropriately without interruption.
• Telephone etiquette and basic call handling skills.
• Customer service skills, including persuasion, empathy, helpfulness, and maintaining a positive attitude.
• Good business communication skills, particularly in email correspondence.

About NCR VOYIX:

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. Headquartered in Atlanta, Georgia, NCR VOYIX has a workforce of approximately 16,000 employees in 35 countries worldwide. With nearly 140 years of innovation, NCR VOYIX is renowned for transforming consumer transactions into meaningful experiences across various industries through cloud-based, platform-led SaaS and services solutions.

NCR VOYIX partners with top retailers, restaurants, and financial institutions, delivering solutions that enable operational efficiency, customer satisfaction, and business growth. From global brands to local businesses, NCR VOYIX continues to drive innovation and technological advancement in the market segments it serves.