Help Desk Operator

Job Introduction

Subject to a new contract win – Serco are recruiting a small team of professionals to provide soft and hard FM services to a large international organisation in Geneva.

Serco have proven experience in delivering Facility Management services to Government institutions throughout Europe, in this instance we seek to provide an effective FM solution that not only delivers the highest standard of service from the first day, but is also objectively monitored, measured and continuously improved throughout the long duration of the contract.

The HQ in Geneva is c30,000 m2 and home to 800 staff, Key services within this contract include - FM Management, Caretaking and building management, Service Support, cleaning and Mail room support.

This is an excellent opportunity to work for a leading global service provider, whilst also securing an entry point to this prestige organisation.

Serco’s heritage over the last 40 years has placed us in the Top 50 Services for Governments Companies, 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 50,000 colleagues globally who are equally as passionate about delivering great service as you.

Role Responsibility

• Provide first level support (expression of need, advice, management of incidents and requests, document the various requests, resolution)
• Manage phone calls and tickets by processing them quickly, efficiently and with empathy (creation of tickets in dedicated applications, allocation of priorities, distribution of requests to specialized services, monitoring of processing until closure)
• Daily management of requests for access, PPE, consumables, stationery and printers
• Support to the Facility Manager in preparation of reports
• Monitoring of weather forecast
• Support in preparation of Health Insurance Pack
• Perform responsible record management
• Procure, through relevant external companies, reprographic equipment, according to pre-diagnosis of the maintenance department, and other stock, as required
• Occasional replacement cover for certain administrative positions within the team
• Collection and/or daily input of performance indicators, monthly statistics and activity tracking files of the services provided
• General administrative tasks

Other Specific Tasks

• If required, due to illness or holiday, able to move into the administrative assistant position

Hierarchical Positioning

• Under the direct responsibility of the Supervisory Manager Time Range: From 09h00 to 17h00 with an hour of lunch break.
• During the lunch hour, the position will be manned by the administrative assistant. (Break time to be agreed with the assistant)

Successful Candidate

Skills Know

• Confirmed experience in relevant field of service such as call centre, reception, after-sales service, etc.
• Bilingual French/English, both oral and written
• Good interpersonal skills
• Organized, responsive and able to adapt to different circumstances
• Excellent listening qualities
• Positive and enthusiastic attitude in all circumstances 

Know How To Do

• Understand and respect work instructions
• Sense of duty and good communication
• Versatile. Candidate must be willing and able to cover other roles if required
• Standard IT tools and good knowledge of Excel

Know How to Be

• Able to communicate easily and diplomatically with the client's employees
• Develop a trust with the management and the client
• Know how to alert the management as soon as a problem arises
• Enhance Serco's image with the customer's employees
• Respect the confidentiality rules of Serco and that of the customer.
• Have a sense of commitment in line with the scope of the service
• Versatile, with good presentation skills
• Have the capacity to adapt and be flexible

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

Excellent Salary 

Relocation Assistance (if applicable)

Further information available from the Serco Europe Recruitment Team

About the Company

Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

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 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies