First Level Supporter/in / Dispatcher/in 100%

First Level Supporter/in / Dispatcher/in 100%

Unterentfelden

Start date by arrangement

Permanent employment

Home office possible

Exciting tasks await:

• Receiving, recording, prioritizing, and processing incidents and service requests via telephone, email, and ticketing system as first level support for our users in the department
• Analyzing, resolving, and documenting standard faults as well as coordinating escalations to the 2nd level support or the corresponding specialist teams
• Ensuring high ticket quality through complete categorization, classification, prioritization, and clean routing for efficient management of the ticket flow in the sense of lean dispatching
• Proactive monitoring of solution times as well as intervening in case of delays or critical escalation cases
• Collaboration in operational IT operations (user management, IMAC/D), maintenance of asset data (inventory, licenses, and CMDB), as well as technical support for the training rooms
• Accompanying and promoting our apprentices on their way to becoming IT professionals

What you bring:

• Professional experience in a ServiceDesk, First Level Support, or in a comparable position
• Sound technical knowledge in the workplace and Microsoft environment (ideally M365), user and permission management, as well as experience with ITIL standards
• Quick comprehension as well as enjoyment of structured analysis, prioritization, and coordination of tickets
• Strong customer and service orientation paired with stylish, target-group-oriented communication in German (spoken and written)
• Independent, reliable, and well-organized way of working as well as a high awareness of quality, even in a dynamic operating environment

We offer you:

• A versatile role at the interface between support, operations, and coordination -- including the chance to actively shape lean dispatching and sustainably influence service quality
• Professional and personal development opportunities with structured support and perspectives towards Second Level Support
• Collaboration in a collegial team within a professional IT environment with a broad application and service portfolio

Your working environment

The Departement Finanzen und Ressourcen (https://www.ag.ch/de/verwaltung/dfr/ueber-uns/organisation/generalsekretariat) with around 650 employees is responsible as a cross-sectional department for ensuring that the resources necessary for task fulfillment are available to the canton.

IT solutions facilitate daily work and make it more efficient. To increase the efficiency of the cantonal administration, the employees of the Abteilung Informatik Aargau (https://www.ag.ch/de/verwaltung/dfr/ueber-uns/organisation/informatik-aargau) contribute. They are responsible for the strategy and operation of central IT. They accompany major cantonal projects and ensure high-performance and modern IT solutions that enable uncomplicated contact and exchange with the administrative offices of the canton.

Benefits

Work flexibly

• Part-time (almost) always possible
• As a rule, around 3 paid bridge days per year
• Possibility to extend holidays by up to 10 days
• Flexible working, e.g., in home office, Stay healthy
• Holistic Occupational Health Management to promote physical, mental, and social well-being
• Various sports offers, Paid fairly
• Equal pay for equal work
• Long service award after 15 years, Moving forward
• Diverse development opportunities including internal educational offers with over 180 seminars
• Participation in the costs of external further training after consultation, Secure
• 16 weeks maternity leave with full pay
• 2 weeks paternity leave with full pay
• We cover around 60 % of the pension fund contributions

Please note that the terms of employment may differ for certain functions.

Any questions?

Nadja Eichenberger
HR Manager

062 835 24 60

We look forward to your online application. Applications via personnel service providers will not be considered.