IT Service Desk Support

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, in Brussels and across Europe.

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

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

We are hiring an IT Service Desk Support for our prestigious partner CEU in Brussels. 

If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.

We look forward to meeting you!  Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do!

Role Responsibility

Are you looking to secure a career in a public sector environment? We would love to hear from you! 

As IT Service Desk Support you will be responsible for:

• You shall 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).
• You shall ability to use of the Service Desk tools in the accomplishments of their tasks.
• You shall use remote desktop technology to remotely diagnose and/or resolve incidents (SCCM).
• You shall handle different types of service requests, being:

1. User Incidents concerning all CIS related infrastructure
2. User Requests concerning removals, changes or additions of software or hardware
3. Inquiries about incident/request status

• You shall participate in outgoing campaigns related to the above service requests.
• You shall handle service requests introduced by:

1. Phone
2. E-mail
3. 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:

1. General CIS questions (hard- and software related)
2. CIS Procedures (mainly requests related)
3. Operating Systems
4. All drivers and software to support configurations as mentioned by supported hardware
5. Office Applications
6. Basic functionality of specialised software (following training by SGC).
7. Documented cases in the Knowledge Base, as far as no physical intervention is required.

• You 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.
• You shall 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.
• You shall co-operate fully to each kind of customer satisfaction program
   

In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Belgium and around the world.

Successful Candidate

• You shall 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.
• You shall have a thorough knowledge of IT and Communication Systems environments, through specific education and through experience (at least two years).
• You shall 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 :

1. For MS-Word: MOS: Microsoft Office Word 2010 Expert
2. For MS-Excel: MOS: Microsoft Office Excel 2010 Expert
3. For MS-Outlook 2010: MOS: Microsoft Office Outlook 2010 Specialist
4. PowerPoint 2010: MOS: Microsoft Office PowerPoint 2010 Specialist

• You shall have previous work experience in a customer support environment or in a field that requires strong interpersonal communications skills of at least two years.
• You shall have outstanding listening and comprehension skills, interpersonal communication skills, keyboard skills and ability to deal with all levels of professionals in an organisation.
• You shall have the ability to work in a multi-cultural environment.
• You shall be 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.
• You shall maintain a good understanding of products and relevant procedures in use at the GSC.
• You can be required occasionally to work outside standard working hours.
• You shall be required to have a clean criminal record.
• You might be required to have a security clearance allowing access to classified information (up to SECRET EU level) and thus be prepared to undergo security screening

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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

Excellent Salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

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

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.  

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco European Agencies