Dispatcher - Rho (Milan) Rho

Dispatcher - Rho (Milan)
Rho
Lombardia, Rho

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**:We are looking for a Dispatcher / Service Desk Agent to provide support to our customers, dealing with the management of requests and incidents in our ticketing system and with data validation and analysis, monitoring correct timelines (SLA) and ticket flow.

Mission of the role

- You will be a point of contact to the customer for all types of service requests and you will coordinate the activity of our IT Technicians on the field, ensuring maximum utilization of billable resources.

Main tasks

- Schedule internal and field technical resources on the dispatch portal.

- Monitor resource schedules to ensure prompt time entry on service requests.

- Communicate 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 resources available.

- 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 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.

- Provide support to warehouse management.

**Our Requirements**:

- Have basic experience in IT User Support, Hardware, peripherals & Software knowledge (micro-computing).

- Have experience with service Ticketing tools / monitoring of IT technical incidents.

- Have good knowledge of MS Windows 7+ and MS Office 2010+.

- Own strong communication, social and interpersonal skills.

- Positive outgoing attitude and teamwork.

- Strong organizational skills with ability to prioritize effectively

- Are able to work with others in a fast-paced, high-volume environment in multinational environments.

- Are used to working, being compliant with operating procedures and standards.

- Are self-motivated, goal-orientated, excellent work habits.

- Fluent English.

**Your Benefits**:

- A secure job in an exponentially growing international company.

- Exciting projects in your own responsibility with diverse challenges.

- Wonderful team spirit and a great working atmosphere in a friendly team.

- Direct and open communication.

- Good opportunities for professional and personal further development.

- Mentor programme for an easy start.

- Room for your own ideas and suggestions for improvement as well as their quick implementation due to brief decisions making processes