Level 1 Service Desk Agent

About the job

About Dina

At Dina, you join a close-knit team of 200 people passionate about tech and service. We support SMEs and large companies in their digital transition, with customised Cloud, security and SAP solutions. What do we love? Combining sharp expertise with close customer relationships. You will be surrounded by committed colleagues, in an environment where your expertise is recognised as much as your way of collaborating with others.

Level 1 Service Desk Agent

Your role

As a Level 1 Service Desk Agent, you are the first IT contact point for our client’s employees. You provide quality local support through various channels: telephone, email, self-service portal and counter reception. Your goal is to efficiently handle requests and incidents, resolve those within level 1 scope, and ensure clear and documented escalation to N2/N3 support teams when necessary. You operate in an environment where quality of reception, rigour, communication and adherence to service commitments are essential.

Your mission

• You receive, create, qualify, prioritise and document support tickets.
• You perform first-level analysis of incidents and requests and provide a resolution when within your competence.
• You ensure dispatching and escalation to N2/N3 teams, making sure to transmit all necessary information for effective handling.
• You monitor tickets and ensure compliance with SLAs as well as the quality of service provided to users.
• You provide a professional reception and deliver quality support by telephone, email, 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, tracking phishing and antivirus alerts, following up on related tickets, updating associated documentation.

Your profile

• You have at least a Federal VET Diploma in IT, ideally complemented by initial experience in a Service Desk, Helpdesk or level 1 IT support.
• You master the fundamentals of user support and know how to analyse, qualify and resolve first-level IT incidents.
• You are comfortable with ticketing tools and understand the principles of incident management, prioritisation, escalation and SLA compliance.
• You possess excellent communication skills and enjoy direct contact with users, both by phone and in person.
• You have very good writing skills and can produce clear, structured and accessible documentation.
• You demonstrate rigour, autonomy and a true sense of service.
• You know how to properly document an incident before passing it to an N2/N3 team and ensure its follow-up until taken over.
• A sensitivity to cybersecurity topics, notably phishing, antivirus and handling security alerts, is an asset.
• You are available to work mainly on the client’s site and can fit into an organisation ensuring Service Desk coverage between 07:00 and 18:00 on working days.
• You ideally live within 30 minutes of Renens.

At Dina, we have a lot to offer you

• Concrete career development prospects and training and certifications to boost your career
• An environment where technological innovation goes hand in hand with motivating missions and projects
• Close-knit teams that learn, share and grow together
• Supportive and attentive management that values your ideas and encourages initiative
• Top remuneration and benefits

Conditions

Contract conditions: 100% assignment at our client

Start: 1 March 2027

Duration: indefinite

Work rate: 100%

Hours: Service coverage from 07:00 to 18:00 on working days, according to schedule

Location: Renens

Remote work: possible for certain security and compliance activities

On-call duty: none

Sector: IT / Information Technology

Position: IT / Technology

Employment type: Permanent