Helpdesk Agent (Level 1 Telephone Support)

Helpdesk Agent (Level 1 Telephone Support)

Entity: MGI Consultants Switzerland

Location: Fribourg - on-site only, no remote work

Contract type: Permanent contract - long-term assignment on-site at an end client

Work rate: 100%

Assignment context

Integrated into the client’s Service Desk, you are the first point of contact for users by telephone.

You handle incoming calls, qualify requests and resolve first-level incidents

in compliance with SLAs.

Main responsibilities

Call reception and handling

· Handle user calls, qualify them and record them in Jira

Service Management

· Resolve common incidents on the first call (first call resolution):

password resets, account unlocks, access issues,

messaging, printing

· Guide users remotely in resolving their issues

Ticket management

· Create complete and actionable tickets (description, categorisation, priority)

· Properly escalate to N2/N3 teams when resolution exceeds

the N1 scope

· Ensure follow-up and reminders for open tickets until closure

Basic user support

· Assist with common issues: Windows 10/11, Microsoft 365

(Outlook, Teams), VPN, Wi-Fi

· Manage simple operations in Active Directory (password reset,

account unlock, group membership verification)Desired profile

Education & experience

· Federal VET Diploma in IT or equivalent training

· First experience in helpdesk or telephone support (minimum 1 year)

Technical skills

· Good knowledge of Windows 10/11 environment and Microsoft

365 suite

· Basic Active Directory knowledge (basic user operations)

· Experience with Jira Service Management or any other ITSM tool (ServiceNow,

GLPI, etc.)

· Basic network knowledge (VPN, Wi-Fi, DNS)

Personal skills

· Excellent service orientation and telephone manner

· Patience and pedagogy with non-technical users

· Rigour in ticket entry and follow-up

· Ability to manage a high call volume

Languages

· Fluent French (working language)

· Minimum B2 German (handling German-speaking calls)

· Technical English appreciated

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