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.
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.
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.