Help Desk Representative (German and English language) - Belgrade, Serbia

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Title: Help Desk Representative (German and English language required)

Location: Belgrade, Serbia

We are seeking a professional to coordinate and drive incidents to restore normal service operations as quickly as possible, minimizing business disruption. This role plays a key part in service quality, availability, and continuous improvement across the organization.

A successful candidate will proactively manage incidents from identification through resolution, work collaboratively with multiple service management functions, and ensure clear communication with customers and internal teams. The role also contributes to improvement actions and reporting to support best practice development.

Position Summary

The position is responsible for overseeing the full incident lifecycle, ensuring timely resolution, effective coordination, and clear communication. This position supports financial services customers, particularly in ATM and banking environments, and contributes to service improvements through incident reporting and analysis. The role requires strong customer focus, communication skills, and coordination across technical and service teams.

Key Areas of Responsibility

• Managing the end‑to‑end incident process including identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure
• Coordinating communication with users throughout the incident lifecycle
• Collaborating with other service management processes including Change Management, Problem Management, Service Asset and Configuration Management, and Service Level Management
• Managing ATM‑related data and software support for financial customers
• Creating reports as requested by clients or supervisors
• Performing additional related duties as assigned

Basic Qualifications

• Bachelor’s degree in a related field or equivalent experience
• Minimum B2 proficiency in German and English
• Proficiency with MS Office Suite
• Customer service experience
• Strong oral and written communication skills
• Good understanding of telecommunications, networking, or IT solutions and products
• Good coordination and organizational skills

Preferred Qualifications

• Experience in ATM operations, bank operations, retail banking, or a similar financial services environment
  Master’s degree

Certifications

• Relevant ITIL or service management certifications are preferred but not required

#LI-NB1 #hybrid

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

Company Benefits:

• Private Health Insurance

• Employee Referral Bonus Program

• Wellbeing Resources

• Baby Bonus

• Life, Accident & Disability Insurance

• Numerous opportunities for internal career pathing and advancement

• Discounts for employees at NCR Atleos partners
   

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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Statement to Third Party Agencies

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