Senior Management Support Agent

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.

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 Senior Management Support Agent for our European Institutions for IT services across in Luxembourg

Senior Management support is a role held by the most senior support staff and involves providing top quality IT services to the senior management of the Institution.

This role requires sensitivity to protocol and etiquette in the delivery of services to senior management and requires experience with executive-level hands-on onsite support, in addition to senior End-User technical support skills and customer service excellence.

This role requires an emphasis on incident resolution, the development of technical solutions, user experience, as well as building and maintaining positive business relationships with senior management.

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.

Role Responsibility

As Senior Management Support Agent, you will be responsible for:

• Agents shall log all incidents and requests and engage other services resources to resolve incidents affecting Institution Senior Management.
• Agents shall use the appropriate categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Agents are requested to provide after business hours and on-call support as needed.
• Agents shall document resolution of incidents   and   update   documentation   and/or   knowledge   bases accordingly. 
• Agents shall strive to develop general knowledge of the current Institution business and business practices, increasing their ability to quickly resolve incidents and requests on first contact. The non-exhaustive list of Tasks and responsibilities is shown below:
• Assume primary responsibility for IT customer support to Senior Management by acting as a first point of contact with users when troubleshooting miscellaneous hardware and/or software incidents;
• Whenever required, ensure that additional technical analysis is carried out and propose longer-term solutions;
• Ensure that all solutions are designed and implemented in line with internal standards and respecting the best practice, security recommendations and industry standards;
• Conduct   and/or   participate   in   the   identification,   technical   evaluation, testing,   validation   and implementation of new products and emerging technologies to meet and anticipate the external office user’s requirements;
• Manage the Telephony systems for senior management;
• Provide video conferencing support to Senior Management;
• Provide solutions or workarounds when a problem is identified;
• Acquire knowledge of the IT needs of Senior Management;
• Identify, resolve and escalate incidents as appropriate;
• Provide after hours and on-call support, as well as dedicated executive support for events or high-level meetings;
• Provide IMACD support for senior management;
• Provide expert mobile device support services.

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

TECHNICAL AND SPECIFIC SKILLS / EXPERIENCE 

• Agents shall possess the following base skills and experience:
• Experience with MS Office Suite;
• Experience with Microsoft OS (Windows 10);
• Expertise in mobile devices and mobile phone services;
• Problem solving skills;
• Knowledge of ticketing and CMDB tools;
• Understanding of networking and networking protocols;
• Ability to work in a co-operative way and thrive in a fast-paced dynamic environment;
• Experience in troubleshooting PCs/Laptops/Tablets, VPN, etc.;
• Expert knowledge of mobile devices and mobile device troubleshooting;
• Knowledge of Ethernet and Wi-Fi networks standards;
• Knowledge of VoIP telephony environments;
• Flexibility and stress resilient;
• Very good attention to details and customer focussed;
• Exceptional spoken and written interpersonal, communication and presentation skills;
• Ability to operate effectively in a high-pressure situation

EXPERIENCE 

• Senior: minimum 7 years of relevant experience for the respective role;
• Team Leader: Senior level (see above), including both operational and management experience

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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 

Support provided to EU Nationals requiring relocation – Information available upon request

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