Service Desk Agent (a)
green.ch AG
Lupfig (Aargau)
Key information
- Publication date:03 October 2025
- Workload:100%
- Contract type:Permanent position
- Place of work:Lupfig (Aargau)
Job summary
Join Green as a Service Desk Agent in a dynamic environment. Contribute to shaping the future with innovative technologies.
Tasks
- Handle Incidents and Service Requests per ITIL and SLA guidelines.
- Collaborate with teams to escalate and resolve complex inquiries.
- Maintain a knowledge database to improve service quality.
Skills
- Technical education and experience in Service Desk or support roles.
- Strong communication skills in German and English.
- Analytical mindset for effective problem-solving.
Is this helpful?
Do you want to actively shape the future of Green?
As a Service Desk Agent (a) in the Datacenter area, you take on a central role in first-level support and are the first point of contact for our customers. You are responsible for the quick and reliable handling of incidents and service requests and ensure that inquiries are processed efficiently according to ITIL guidelines and Service Level Agreements (SLAs). Your task is to ensure customer service through qualified and customer-oriented support and thus contribute to service quality and customer satisfaction.Your area of responsibility
Incident, Service Request, and Change Management- Recording, categorizing, and prioritizing incidents, service requests, and changes according to ITIL standards and SLA requirements.
- Independent handling of standard inquiries and first solutions according to defined processes.
- Escalation of complex or time-critical inquiries to second-level support and close cooperation with other departments.
- Coordination and follow-up of escalations to ensure efficient problem resolution.
- Monitoring all service requests (incidents, service requests, etc.) to maintain service levels and ensure high availability.
- Use and continuous maintenance of the knowledge base to provide solutions for recurring problems.
- Expansion of the knowledge base through new documented problem solutions to sustainably improve service quality.
- Recording and forwarding customer feedback as well as recurring problems to continuously optimize service processes.
- Participation in training and further education on ITIL, datacenter processes, and new technologies to always stay up to date.
Your skills
- Completed technical training
Successfully completed technical training forms the basis for this position and qualifies you for the upcoming tasks.
- Experience in service desk or technical customer support
Ideally, you have already gained experience in the service desk or technical customer support. This knowledge is advantageous for handling customer inquiries efficiently and professionally.
- Basic understanding of datacenter infrastructure
You have a basic understanding of datacenter infrastructure, including knowledge of servers, storage solutions, network technology, and racks. This knowledge is beneficial to meet the technical requirements of the work environment.
- Knowledge of ITIL processes
You have knowledge of incident, service request, and change management according to ITIL. A corresponding certification is an advantage, or you are willing to obtain one.
- Analytical and solution-oriented thinking
Your analytical and structured way of thinking enables you to quickly analyze errors and develop targeted solutions.
- Customer- and service-oriented communication
You are characterized by customer- and service-oriented communication, even in stressful situations. Your ability to act professionally and friendly is an important part of your work.
- Resilience and flexibility
You are resilient and flexible, which helps you work effectively even in a dynamic work environment.
- Teamwork and collaboration
You enjoy working in a team and maintain close cooperation with colleagues as well as other support levels. Your ability to adapt to the dynamic requirements in the datacenter environment is a great advantage.
- Language skills
You have fluent German skills as well as very good English skills in speaking and writing to communicate successfully in an international environment.
Since shift work may be possible in the future, your willingness to work flexibly in different shifts is desirable.
Our offer
- An exciting, varied activity in a dynamic environment
- Great colleagues and a sense of humor
- Green turns 30 and retains the charm of a start-up; our decision-making paths are short and we communicate at eye level and informally
- Your personal development is important to us, we support you individually
- With us, you act independently and have the opportunity to actively contribute and help shape things
- Working in the most modern Green datacenters with innovative technologies
Are you in?
We look forward to applications (a) of all kinds - The (a) stands for diversity, also in our job title.We look forward to receiving your application via the "Apply now" button. Please use this method exclusively to send us your documents, as we cannot consider applications via other channels, such as email.
If you have questions about our application process or an open position, you can contact us anytime at hrm@green.ch. We ask for your understanding that we are difficult to reach by phone as we are often involved in interviews.
What happens after your application?
After we receive your application, we will carefully review it. Within 7 days of receiving your application, we will contact you to provide feedback.
Our goal is to make the application process as transparent and pleasant as possible for you. If you are shortlisted, we will invite you to a first interview (Teams) where we can get to know each other better and find out together if we are a good fit. We look forward to accompanying you on your journey and hopefully welcoming you soon as part of Green.
We would like to refrain from the support of recruitment agencies when filling this position. Please do not submit dossiers to us, thank you very much.
