Package Description
Full details on application.
Relocation assistance provided (if applicable).
This position can be offered as a permanent or freelance contract.
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.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.
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 100,000 colleagues globally who are equally as passionate about delivering great service as you.
Main Responsibilities
- Service Desk support;
- Remote support;
- Proximity Support at the user's premises;
- First line support regarding ERN systems towards external users and stakeholders;
- Receiving tickets (by default, via JIRA from service desk), customer liaison: incident agent & analysis, Problem identification & analysis;
- Initiate Changes for resolving problems;
- Recording information regarding incidents, problems, changes in the JIRA to ensure meaningful feedback throughout the support chain;
- Recording and tracking tickets (incidents, problems, changes) in JIRA. The quality of the recording in JIRA is essential for the subsequent treatment of incidents & problems and for subsequent analysis;
- Assigning incidents to a subject matter expert analyst;
- Draft technical content for knowledge database for use of upstream support groups.
Successful Candidate
- The ideal candidate should have at least 12 years of relevant experience (8 years + studies).
Knowledge and skills
- Knowledge in Windows Server 2003 and 2008, Windows XP and Seven, Office and Outlook 2010;
- Experience in monitoring server backup;
- Knowledge in corporate applications and tools (LanDesk, Active Directory, McAfee);
- Knowledge in tools used at Chafea (ArcServe, Jira, ArcServe, Adobe Reader Extension Server, Reference Manager, MindManager) is an advantage;
- A good knowledge of SMT/IRMA and SMT-ES;
- Knowledge of ITIL v3 standards (the ITIL certification is an advantage);
- Knowledge of tracking tools;
- Support oriented skills, drafting of problem statements for tickets, etc;
- Able to cope with the needs of multi-language site deployment.
Languages:
- Excellent written and oral command of English.
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.
For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.
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.
About the Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 100,000 employees worldwide.