First Level Supporter/in / Dispatcher/in 100% — Kanton Aargau

Full description

Exciting tasks await

• Receiving, capturing, prioritizing and processing incidents and service requests by telephone, e-mail and ticket system as first level support for our users in the department
• Analyzing, fixing and documenting standard disruptions and coordinating escalations to 2nd level support or the relevant specialist teams
• Ensuring a high ticket quality through complete categorization, classification, prioritization and clean routing for efficient control of the ticket flow in the sense of lean dispatching
• Proactively monitor resolution times and intervene in the event of delays or critical escalation
• Collaboration in operational IT operations (user management, IMAC/D), maintenance of asset data (inventory, licenses and CMDB) and technical support of training rooms
• Accompany and promote our learners on their way to becoming an IT professional

What you bring

• Professional experience in a ServiceDesk, First Level Support or equivalent position
• In-depth technical knowledge in the workplace and Microsoft environment (ideally M365), user and authorization management and experience with ITIL standards
• Rapid comprehension and enjoyment of structured analysis, prioritization and coordination of tickets
• Pronounced customer and service orientation coupled with a stylish, addressable communication in German (word and writing)
• Independent, reliable and well-organized working methods as well as a high quality awareness, even in a dynamic operating environment

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

Computer science solutions make daily work easier and more efficient. In order to increase the efficiency of the cantonal administration, the employees of the department Computer Science Aargau. You are responsible for the strategy and operation of central computer science. They accompany large-scale cantonal projects and provide efficient and modern IT solutions that enable the public to have uncomplicated contact and exchange with the canton’s administrative offices.

Benefits

Working flexibly

• Part-time (almost) always possible
• Usually around 3 paid bridge days per year
• Possibility to extend the holidays by up to 10 days
• Flexible work such as in the home office

Stay healthy

• Holistic occupational health management to promote physical, mental and social well-being
• Various sports activities

Fairly paid

• Equal pay for equal work
• Gift of seniority after 15 years

Moving forward

• Various further development opportunities including internal education with over 180 seminars
• Participation in the costs of external training by agreement

Fairly secured

• 16 weeks of full pay maternity leave
• 2 weeks paternity leave with full pay
• We cover around 60% of PK contributions
• Pensum: 80 - 100%
• Employment: indefinite
• Department: Computer Science Aargau
• Place of work: Sub-fields