IT/Technical Support Team Leader

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employs 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.

Sercos 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

Role Responsibility

Main Responsibilities:

Responsibility for technical elements of the client environment

To report any issues with the internal CRM

Super-user for call management tool and CRM tool and our lead to input into the migration project and, where possible, ensure that the tool is fit for purpose

Prepare software documentation for SMART cards (Smart Card registration process trouble shooting)

Provide updates to documentation on an agreed schedule

Preparation of Monthly and Flash reports as required for Team Leader

Coaching of Service Desk Telephone Operators on new tools, technology

Management of Technical Skill Training portfolio

Execution (when required) of all Tasks defined in Daily Tasks

A good command of English with proven drafting ability.

Daily Tasks

All general activities associated with the use of a professional Customer Relations Manager software.

Provide standard responses to Known Issues, check on different channels for contact and forward as required.

Follow up on existing CRM records that are active and being treated by third parties.

Provide Technical support to Smart Cards including enrolment, renewal, revocation, un-blocking, replacement and registration as required.

Provide coaching and assistance on changing Smart Card PIN Code, Error messages, installation of Software, configuration of browser, Update users contact information and use of bespoke tools.

All general activities associated with the use of a professional CMS (Case Management System) including registration, troubleshooting and data verification.

Assist users with simple navigation on the Internet, as well as providing them with (general) information in regard to client corporate on-line products and services.

Successful Candidate

The Ideal Candidate

• Proven working experience with providing end-user support.
• Proven working experience with identifying and solving common issues.

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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

Full details on application

Relocation assistance provided, (if applicable).

About the Company

Serco is one of the worlds 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 peoples 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