Service Desk Agent level 1

--- base: meta-keywords: meta-viewport: width=device-width, title: Service Desk Agent level 1 --- Service Desk Agent level 1 ============================== About Dina At Dina, you join a tight-knit team of 200 people passionate about tech and service. We support SMEs and large companies in their digital transition, with tailor-made Cloud, security, and SAP solutions. What do we love? Combining sharp expertise with close customer relations. You will be surrounded by committed colleagues, in an environment where your expertise is as recognized as your way of collaborating with others. Service Desk Agent level 1 Your role As a Service Desk Agent level 1, you are the first IT point of contact for our client's employees. You provide quality local support through different channels: telephone, e-mail, self-service portal, and counter reception. Your goal is to efficiently handle requests and incidents, resolve those that fall under level 1, and ensure clear and documented escalation to N2/N3 support teams when necessary. You operate in an environment where quality of welcome, rigor, communication, and respect for service commitments are essential. Your mission * You receive, create, qualify, prioritize, and document support tickets. * You perform first-level analysis of incidents and requests and provide a resolution when they fall within your scope of competence. * You ensure dispatching and escalation to N2/N3 teams, ensuring that all information necessary for efficient handling is transmitted. * You follow up on tickets and ensure compliance with SLAs as well as the quality of service provided to users. * You provide a professional welcome and deliver quality support by telephone, e-mail, self-service portal, and directly at the counter. * You write and update internal procedures, technical documentation, and user guides. * You also participate in certain activities related to security and compliance: monitoring alerts, monitoring phishing and antivirus alerts, following up and tracking the concerned tickets, updating associated documentation. Your profile * You have at least a CFC in IT, ideally completed by a first experience in a Service Desk, Helpdesk, or level 1 IT support. * You master the fundamentals of user support and know how to analyze, qualify, and resolve first-level IT incidents. * You are comfortable with ticketing tools and understand the principles of incident management, prioritization, escalation, and SLA compliance. * You possess excellent communication skills and enjoy direct contact with users, both by telephone and in person. * You have very good writing skills and know how to produce clear, structured, and accessible documentation. * You demonstrate rigor, autonomy, and a true sense of service. * You know how to correctly document an incident before transmitting it to an N2/N3 team and ensure its follow-up until it is handled. * Sensitivity to cybersecurity topics, notably phishing, antivirus, and security alert processing, is an asset. * You are available to work mainly at the client's site and can fit into an organization ensuring Service Desk coverage between 07:00 and 18:00 on working days. * You are ideally domiciled a maximum of 30min from Renens. At Dina, we have a lot to offer you * Concrete career development prospects and training and certifications to boost your career * A framework where technological innovation goes hand in hand with motivating missions and projects * Tight-knit teams, who learn, share, and grow together * Benevolent and attentive management, which values your ideas and encourages initiative * Top-notch remuneration and benefits Conditions Contract conditions: Mission 100% at our client Start date: 1st March 2027 Duration: indefinite Activity rate: 100 % Hours: service coverage from 07:00 to 18:00 on working days, according to schedule Location: Renens Teleworking: possible for certain security and compliance activities On-call service: none Sector: IT / Information Technology Position: IT / Technology Type of employment: Festanstellung Dina IT Solutions SA * Dina IT Solutions SA route de la Sablière 1 1753 Matran * [ ](< >) jpid0c99e06jm jpit1044jm jpiy26jm