Package Description
- Corporate Benefits Package
- And the chance to make a positive difference in a company passionate about diversity and inclusion.
- Further information available from the Serco Europe Recruitment Team
Job Introduction
Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations across Europe.
We are currently seeking an experienced and dynamic IT Service Desk to join our team
Main Responsibilities
As IT Service Desk Support you will be responsible for:
- Have a good understanding of the Service Desk environment (i.e. the Service Desk Tool and the Automated Call Distribution (ACD) system), Front Office Applications (as detailed in the DGA CIS Service Catalogue), as well as call handling aspects related to GSC specific services (e.g. confidentiality or criticality of services).
- Ability to use of the Service Desk tools in the accomplishments of their tasks.
- Use remote desktop technology to remotely diagnose and/or resolve incidents (SCCM).
You shall handle different types of service requests, being:
- User Incidents concerning all CIS related infrastructure
- User Requests concerning removals, changes or additions of software or hardware
- Inquiries about incident/request status
- Participate in outgoing campaigns related to the above service requests.
- Handle service requests introduced by: Phone, E-mail, Web
In addition, Incidents can originate from the event management process, which can generate automated alerts
- Incident resolution shall be achieved concerning the following types of incidents:
- General CIS questions (hard- and software related)
- CIS Procedures (mainly requests related)
- Operating Systems
- All drivers and software to support configurations as mentioned by supported hardware
- Office Applications
- Basic functionality of specialised software (following training by SGC).
- Documented cases in the Knowledge Base, as far as no physical intervention is required.
- Shall understand the confidentiality of their function, and strictly adhere to the rules set out in Annex E: Security Measures. Agents shall be required to sign a confidentiality agreement.
- Co-operate with Second Line and Third Line Support, as well as with other sectors (requests, networking, system management, etc.). they should provide all necessary incident information on an escalated incident to avoid duplication of resources and customer nuisance.
- All close incidents should be documented in such a way that documentation is provided to allow a correct analysis of the type of incident and its resolution, as well as provide appropriate information leading to a problem resolution where applicable.
- Co-operate fully to each kind of customer satisfaction program
Successful Candidate
- Have proficiency - Understanding and Speaking - Level C.1 or above using the Common European Framework of Reference for Languages (CEF) - in at least two languages, being English and French. Additional levels or knowledge of these or other EU languages provides added value.
- Have a thorough knowledge of IT and Communication Systems environments, through specific education and through experience (at least two years).
- Have an excellent knowledge of MS Windows (current release: Windows 7). The level and application of the required knowledge is set to be minimal at the level of Microsoft Certified Solutions Associate (MCSA: Windows 7).
You shall have an excellent knowledge of standard Office applications (MS Word, MS Excel, MS PowerPoint, MS Internet Explorer, and MS Outlook). Minimal certification required are :
- For MS-Word: MOS: Microsoft Office Word 2010 Expert
- For MS-Excel: MOS: Microsoft Office Excel 2010 Expert
- For MS-Outlook 2010: MOS: Microsoft Office Outlook 2010 Specialist
- PowerPoint 2010: MOS: Microsoft Office PowerPoint 2010 Specialist
- Have previous work experience in a customer support environment or in a field that requires strong interpersonal communications skills of at least two years.
- Have outstanding listening and comprehension skills, interpersonal communication skills, keyboard skills and ability to deal with all levels of professionals in an organisation.
- Have the ability to work in a multi-cultural environment.
- Required to use their skills and general knowledge to take responsibility of a customer request or incident, and respond by providing great customer care and using appropriate information, by training the customer and by remote analysis of the incident.
- Maintain a good understanding of products and relevant procedures in use at the GSC.
- Required occasionally to work outside standard working hours.
- Required to have a clean criminal record.
- Required to have a security clearance allowing access to classified information (up to SECRET EU level) and thus be prepared to undergo security screening
About the Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe
Why should you join Serco ?
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.
We are diverse and inclusive organisation
At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.
We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.
In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team
Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Please contact the recruitment team if needed
Data Protection:
For more information on how the personal data is processed, please see the link Data Protection policy here.