Service Desk Agent / Dispatcher
Hemmersbach
Abu dhabi, United Arab Emirates
منذ 2 يوم

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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