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Stefan Pantic
Looking for a jobService Desk Agent L2
I resolve retail IT incidents across POS, hardware, software, and networks.
SerbiaService Desk Agent L2 at NCR Voyix Corp.
About
At NCR Voyix, I support 600+ US retail locations, resolving 15–30 IT tickets per shift across POS systems, payment terminals, store servers, computers, printers, and network equipment.
Recently promoted to Service Desk L2, I handle priority triage, collaborate with technicians and vendors, document incidents in ServiceNow, and build deeper skills in system administration, networking, and web development.
Experience
Service Desk Agent L2
Promoted to Level 2 in recognition of technical proficiency, consistent SLAs, and strong ticket management in ServiceNow. Transitioning into advanced Tier-2 responsibilities, preparing to handle complex hardware, network, and software escalations.
ServiceNowhardware troubleshootingNetwork TroubleshootingSoftware TroubleshootingIncident ManagementDocumentationKnowledge Sharing
Service Desk Agent L1
Process and resolve 15 to 30 IT support tickets per shift using ServiceNow, handling inbound phone calls via Genesys Cloud while maintaining quick response times for 600+ US locations. Collaborates directly with NCR and 3rd party vendor technicians to resolve hardware, software, and network problems.
ServiceNowGenesys Cloudhardware troubleshootingSoftware TroubleshootingNetwork TroubleshootingPOS systemsActive DirectoryRemote SupportVNCWindowsCisco MerakiLAN WANCisco SwitchesIP AddressesNetwork DiagnosticsProblem Solving
Education
High School of Mechanical Engineering, Bor
Completed secondary education in mechanical engineering, gaining foundational technical knowledge.