First Level Supporter / Dispatcher 100%

First Level Supporter / Dispatcher 100%

Exciting tasks await:

• Receiving, recording, prioritising and processing incidents and service requests via telephone, e-mail and ticket system as first level support for our users in the department
• Analysing, resolving and documenting standard faults as well as coordinating escalations to the 2nd level support or the relevant specialist teams
• Ensuring high ticket quality through complete categorisation, classification, prioritisation and clean routing for efficient control of the ticket flow in terms of lean dispatching
• Proactively monitoring resolution times and intervening in case of delays or critical escalation cases
• Participating in operational IT operations (user management, IMAC/D), maintaining asset data (inventory, licences and CMDB) as well as technical support of training rooms
• Accompanying and supporting our apprentices on their way to becoming IT professionals

What you bring:

• Professional experience in a service desk, first level support or a comparable position
• Sound technical knowledge in the workplace and Microsoft environment (ideally M365), user and rights management as well as experience with ITIL standards
• Quick comprehension and enjoyment of structured analysis, prioritisation and coordination of tickets
• Strong customer and service orientation combined with confident, target group-appropriate communication in German (spoken and written)
• Independent, reliable and well-organised working style as well as a high quality awareness, even in a dynamic operational environment

Benefits

We offer flexible working options, a wide range of further training opportunities and attractive social benefits. You can find all our benefits at ag.ch/personal.

Your working environment

The Department of Finance and Resources with around 650 employees is a cross-sectional department responsible for ensuring that the canton has the resources necessary to fulfil its tasks.

IT solutions facilitate daily work and make it more efficient. The employees of the
Informatics Aargau department contribute to increasing the efficiency of the cantonal administration. They are responsible for the strategy and operation of central IT. They accompany cantonal major projects and ensure powerful and modern IT solutions that enable the public to have uncomplicated contact and exchange with the cantonal administrative offices.

Contact

For technical enquiries, please contact Cynthia Repetti, Head of IT Support CC, 062 835 11 71.
For questions about the application process, Nadja Eichenberger, HR Manager, 062 835 24 60, will be happy to assist you.

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