First Line IT Support Agent

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. 

Role Responsibility

DESCRIPTION OF TASKS

• The service provider will provide the following services.
•  Receiving calls and performing first-line customer liaison.
• Second-line support.
•  Recording, tracking and analysing incidents and complaints.
•  Making an initial assessment of requests, attempting to resolve them or to refer them to the responsible official or the different support groups.
• Managing the life cycle of requests, including closure and verification.
• Identification and analysis of problems.
• Provision of assistance to users in co-operation with the responsible official.

WORK ENVIRONMENT/CONDITIONS

The work will be executed in the European Commission premises (EUROFORUM building, in Luxembourg GASPERICH) within a secure area. The Directorate in Luxembourg comprises over 300 statutory and expert staff. The Directorate runs some 50 information systems, mostly associated either with complex databases or with scientific devices. Access to normal Commission office automation services as well as the administrative systems (Sysper2, ARES, etc) will be handled by the ITIC service.

Successful Candidate

The suitable candidate should have:

• Good knowledge of the European Commission technical environment.
• Experience in a similar role (IT Helpdesk/ Technical Support/ IT Support Agent / IT Service Desk);
• Fluent in English and French (at least level B2);
• Good knowledge of Windows 7 and Windows 10 interfaces;
• Good knowledge of Microsoft Office 2013 and 2016;
• Previous experience with service management tools / ticketing systems;
• Familiarity with ITIL methodology; ITIL Certification is strongly desirable;
• Excellent verbal and written communication skills;
• Strong analytical and problem solving skills;
• Client oriented behaviour;
• Team spirit.  
• Candidates need to be eligible for a security clearance.

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Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

Package Description

Full details on application - Relocation assistance provided, if applicable.

Please note that this position is also open to freelancers (independent contractors).

About the Company

Serco Services Belgium, part of the Serco group, A FTSE250, Multi-national Service Provider. In Belgium  and Luxembourg we work closely with the European Institutions providing crucial Services in the IT department with over 220 staff members.

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you

Serco European Agencies