IT Service Desk Agent

12.02. | Employee | 100%

IT Service Desk Agent

The company

The Swatch Group Services Ltd is a dynamic company of the Swatch Group providing high quality services to the Group organizations worldwide in the fields of Logistics, Information Technology, Customer Service and Real Estate. The company belongs to the Swatch Group, the world's largest watch maker with a portfolio of 18 brands of which Omega, Longines, Tissot and Swatch.

IT Service Desk Agent

Job description

  • Providing first level support in 24/7 shifts to the customers by phone, e-mail or remotely
  • Categorizing and prioritizing the most accurately possible and dispatching Incidents and Service Requests to the appropriate team
  • Troubleshooting and resolving owned incidents and applying corrective actions
  • Restoring the degraded service's quality as fast as possible
  • Technically or hierarchically escalate incidents or service requests and doing their follow-up
  • Process owned Service Requests
  • Informing customers of service status


  • Team spirit;
  • Customer and Service oriented;
  • Ability to work under pressure;
  • Flexibility
  • Dynamic, hands-on and "can do" mentality
  • Precise and rapid diagnosis ability;
  • Procedure-oriented work;
  • Sensibility to the ITIL approach;
  • Ready to learn
  • Priority management skills;

Professional requirements

Swiss federal diploma in IT or equivalent

Minimum 3-5 years of Professional experience in an equivalent position


  • Mother tongue French or German, English speaking a must, third language spoken a plus

Company address

The Swatch Group Services Ltd

Längfelweg 119

2504 Biel


HR Department