Be part of us
Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.Your Tasks
- A point of contact to the customer for all types of service requests.
- Coordination of all IT support groups to ensure maximum utilization of billable resources.
- Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.
- Schedule internal and field technical resources on the dispatch portal.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Route incoming and existing tickets to the appropriate service group and geographic region.
- Monitor open service tickets to make sure the team is meeting customer SLA’s.
- Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase productivity of IT support resources.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.
- Responsible for entering time and expenses as they occur.
- Enter all work as service tickets into the computer system.
- Escalate requests to other team members as necessary.
Our Requirements
- Basic computer and operating system knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
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Location: Abu Dhabi, UAE
