Professional, Help Desk

Essential Job Responsibilities:

• Actively own and resolve ATM (hardware and telecommunication) incidents that are generated via the standard monitoring tools, working closely with ATM vendors and other internal or external partners.
• Pro-actively manages ATM incidents to ensure timely resolution and appropriately document comments and escalation. Common tasks include:

• Researching ATM performance/health.
• Resolving ATM failures (e.g., ATM load/reboot)
• Requesting or escalating ATM vendor service.
• Requesting cash replenishment.

• Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents. Driving First Line Maintenance/Second Line Maintenance closure for calls.
• Monitor and troubleshooting POS Transaction Authorization Hosts and Transaction Denials.
• Ensure incident documentation is well-written and easily understood and actionable by vendors and partners.
• Ability to develop extensive knowledge of ATM processes and technology.
• Follow established guidelines to accomplish tasks and solve routine/non-routine problems.
• Attend on-going training to achieve level of technical skill needed to solve more complex problems.
• Meet the individual customer service call volume and quality expectations.
• Participate in continuous process improvement in order to improve service, reduce costs, and improve quality.
• Perform and complete other duties as assigned.