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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.
IT Field Servicing - Support Centre - Team Lead
Hemmersbach provide the support services needed by many of the world’s largest organisations. One such programme, is to provide the necessary support for a largescale team of IT engineers across the USA on behalf of HP
To ensure the seamless day-to-day activities of an engineering team in the 100's, a large multi-skilled support team is being created. This will consist of Dispatch agents, together with Leaders such as yourself.
Requests for support (tickets) will come in, throughout the shift - its the role of the dispatching teams to assign the work to the right engineers, ensuring the most proficient use of their time and skills.
This is a role where you will have direct influence on people’s day-to-day working life. With nothing more frustrating than a computer or a printer not working, you will be very person that makes things happen, working directly with the users in a highly rewarding way.
** This role will help manage a large service centre controlling IT Field Support engineers across the whole of the USA.
As such, the role will require evening/Night shift work patterns to cover the USA working day. Typically, this will be an 8hr shift during a 12 hour "window" between 18:00 IST & 06:00 IST. **
What we look for
Previous experience within a dispatch or call-centre environment - ideally supporting an off-shore user-base / BPO
Strong team leadership - approachable, knowledgeable and above all, trusted to provide the support your team my need from time to time.
Knowledge of a ticketing system
Comfortable monitoring and reporting on KPIs
What we offer
A highly regarded team member within an exponentially growing international company
Team Spirit: strong team spirit and a great working atmosphere in a friendly team
Openness: Direct and informal communication even at management level
Career Opportunities: Great possibilities for professional, personal and language training
Initial Help: buddy programme to help you get started, a welcome pack include