L1 Service Desk Analyst

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.

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: L1 Service Desk Analyst (with English and German)

Location: Warsaw / Poland (Virtual)

Position Summary:

This role operates in a high-volume service desk environment, providing remote technical support for NCR’s Self-Serv Check Out (SSCO) customers. The position is responsible for Level 1 troubleshooting, incident management, and customer communication to ensure timely and effective resolution of technical issues.

Key Responsibilities:

• Handle inbound incidents from customer support teams, performing Level 1 technical troubleshooting.
• Remotely deliver solutions or dispatch service personnel when necessary.
• Follow documented Remote Incident Management and Ticket Handling processes.
• Escalate issues internally and externally according to defined escalation paths.
• Use remote access tools to diagnose and resolve customer problems.
• Communicate with customers via phone, email, and electronic channels to resolve issues.
• Document all activities and resolutions in the ITSM tool (NEOS/SNOW).
• Create and update knowledge base articles based on resolved incidents.
• Participate in team meetings, performance reviews, and recognition programs.
• Support less experienced colleagues through mentoring and knowledge sharing.
• Contribute to special projects aimed at improving processes, tools, and systems.
• Maintain technical expertise across multiple applications and hardware platforms.
• Manage operations during assigned shifts in a 24x7 support environment.

Offers of employment are conditional upon passage of screening criteria applicable to the job

Basic Qualifications:

• Education: Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Experience: Previous experience in a technical support or helpdesk role preferred.
• Technical Skills:
  • Familiarity with remote troubleshooting tools and ITSM platforms.
  • Basic understanding of client-server architecture and communication protocols.
  • Ability to interpret technical documentation and configuration files.
• Soft Skills:
  • Strong communication and customer service skills.
  • Ability to work under pressure in a fast-paced environment.
  • Team-oriented with a proactive approach to problem-solving.
• Other Requirements:
• Completion of mandatory training within specified timelines.