Rapid support for IT problems
Forgotten passwords and dubious e-mails: the Geberit IT Service Centre handles around 29,000 internal requests from around the world every year. For IT expert Carola Bosler, it’s a job full of variety.
19 July 2024: a faulty update from cybersecurity company CrowdStrike causes computers to crash worldwide – including at Geberit. Carola Bosler sees a blue screen in the entrance area of the Geberit IT Service Centre in Pfullendorf (DE) and knows immediately that this is not going to be a normal day.
As a member of the Service Hotline team, she and her colleagues are the first point of contact in the event of IT problems. On 19 July 2024, the team works flat out. The phones ring non-stop and the mailbox is flooded with requests. It is a real challenge for the 13-strong team.
29,000
requests are handled every year by the Geberit IT Service Centre.
Between gratitude and frustration
Fortunately, most days are less hectic. Nevertheless, with 29,000 requests per year from Geberit employees – around 120 per day – the work remains challenging. These range from forgotten passwords to dealing with a telephone that has been run over by a forklift truck. Carola Bosler likes the unpredictability and enjoys interacting with Geberit employees from all over the world. “The vast majority are very grateful for the support, and some even express their thanks effusively.” These are the moments that motivate her.
Of course, there are also situations in which the person she is dealing with is frustrated, for example if an update starts just before an important meeting. Her solution: “Stay calm, show understanding and solve the issue professionally.” In such situations, her ability to work well with people helps. Before she entered the world of IT, she worked for many years in retail.