IT Service Desk Agent-PRO-002335

Job Introduction

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Due to continued growth, we are looking to recruit five IT Service Desk Agents on our prestige customer site in central Frankfurt, Germany.

Role Responsibility

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• Investigate, resolve and/or escalate of all incidents reported to the Service Desk.
• Assist users on the use of basic features of office automation software.
• Make  an  initial  assessment  of  the  Incident  or  the  Service  Request  and  attempt  to  resolve without reference to 2nd and 3rd line support using existing documented standard procedures.
• Perform Service Desk tasks and Welcome Centre tasks, such as:
• - Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
• - Raising incident and service request tickets.
• - Provide hands-on support to people visiting the welcome centres.
• Maintain and update the knowledge database and wiki’s.
• Support projects in their handover to operations.
• Perform asset reconciliation tasks.
• Perform standardised identity management tasks, such as:

- Account unlock and password reset.

- Token and smartcard provisioning and hand-out. 

Successful Candidate

The ideal candidate should have at least 5 years of relevant experience.

Knowledge and skills:

• Proven working experience  with the Windows family desktop OS environment and peripheral devices in the end-user office environment, in particular with Windows 7 for providing 1st line support for addressing common issues.  
• Proven working experience with identifying and solving common issues in the end-user office environment such as:

- Identity and access management (incl. smartcards and tokens);

- Network connectivity (wired and wireless);

- Microsoft Office (Outlook, Word, Excel).

• Proven working experience in an ITIL environment implementing processes for:​

- Incident Management

- Service Request Fulfilment

• A good command of English with proven drafting ability.

The following five generic technical competencies are considered to be an asset:

• A good understanding of Information Technology in general including backend environments.
• Proven working experience with the configuration and troubleshooting of encryption tools e.g. PGP, S/MIME, Bitlocker, smartcards, including the use of certificates.

Behavioural competences:

• Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and  managers; shares critical information with everyone involved in a project; works effectively on projects that cross  functional  lines;  helps  to  set  a  tone  of  cooperation  within  the  work  group  and across  groups;  coordinates  own  work  with  others;  seeks  opinions;  values  working relationships; when appropriate facilitates discussion before decision -making process is complete.
• Demonstrates knowledge of techniques, skills, equipment, procedures and materials.  Applies knowledge  to  identify  issues  and  internal  problems;  works  to  develop  additional  technical knowledge and skills.
• Personally responsible; completes work in a timely, consistent manner; works hours necessary to  complete  assigned  work;  is  regularly  present  and  punctual;  arrives  prepared  for  work;  is committed to doing the best job possible; keeps commitments.
• Responds to requests for IT service in a timely and thorough manner; does what is necessary to ensure  customer  satisfaction;  prioritises  customer  needs;  follows  up  to  evaluate  customer satisfaction.
• Establishes high standards and measures; is able to maintain high standards despite pressing deadlines;  does  work  right  the  first  time  and  inspects  work  for  flaws;  tests  new  methods thoroughly; considers excellence a fundamental priority.
• Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.
• Listens  and  responds  effectively  to  customer  questions;  resolves  customer  problem s  to  the customer’s  satisfaction;  respects  all  internal  and  external  customers;  uses  a  team  approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
• Ability to communicate information and ideas and willing to take action to address needs without being requested to do so.
• Efficient in one’s use of time and works in a well-structured way.
• Ability to carry out several tasks simultaneously while maintaining high standards with all tasks.

Package Description

Salary information available upon application – Relocation assistance will be provided.

About the Company

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Serco is a values-led company and our culture and ethos are at the heart of everything we do.

These are core values that employees live by at Serco:

• We value working with our customers in a collaborative, flexible way.

• We encourage social responsibility, treating people in the way we would wish to be treated.

• We instil a stimulating culture where people feel they can personally make a difference.

• We aim to build a long term relationship by bringing assured service delivery, helping our clients achieve their ambitions.

Serco European Agencies