APPRENTI/E ICT – SUPPORT UTILISATEURS (Service Desk – Niveau 1)

Description du poste

This job ad was AI-translated from French. See original Job summary Hide Join our Global Information Services team in Prilly as an APPRENTI/E ICT – SUPPORT UTILISATEURS. Gain hands-on experience while supporting daily IT needs! Tasks Provide first-level IT support to internal users via various channels. Record and track incidents and service requests in ServiceNow. Assist users with issues related to Windows, macOS, and Microsoft 365. Skills No specific experience required; interest in IT is a plus! Strong communication skills and customer service orientation. Basic understanding of IT service management principles. About the job To strengthen our Global Information Services department at our site in Prilly, we are looking for a: ICT APPRENTICE – USER SUPPORT (Service Desk – Level 1) ROLE: You will work under the supervision of experienced professionals and gradually gain autonomy while supporting colleagues with their daily IT needs. Provide first-level IT support to internal users (on-site support, telephone, e-mail, ticketing tool). Record, classify and track incidents and service requests in ServiceNow. Assist users with common issues related to: Windows and macOS computers Microsoft 365 tools (Outlook, Teams, OneDrive, etc.) IT hardware (laptops, screens, printers, peripherals) Basic network connectivity and VPN access Escalate more complex incidents to higher-level support teams according to established procedures. Participate in onboarding and offboarding activities (preparing equipment, basic configurations). Contribute to internal documentation and the IT knowledge base. Learn and apply IT service management principles (ITIL). Develop professional communication skills and a strong customer service mindset.