Service Desk Agent

Package Description

• Competitive Salary 
• Corporate Benefits Package 
• 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 the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Service Desk Agent for European Commission in Italy and various locations around Europe.

Main Responsibilities

• Complementary first line support and second line helpdesk (provide 2nd Line Support to different graded users from VIP down to simplest user)

• Create a Support Tickets and tracks them through to completion

• Interact with 1st line Service desk for Managing incoming requests and providing operations forms

• Handle emails, calls

• Manage the following questions sent by 1st line Service Desk (Centralized service desk managed) automatic acknowledgement: 

  basic questions, expert questions, delay to answer, emails, collaborative tools …

• Provide clear, accurate, understandable response to users’ queries

• Communication: 

  Review of information provided within web portals, editing of sections when necessary review and update of user guides. news generation and review with Customer before publication

• Service Desk Operations support: 

  Service Desk Procedures and Work instructions redaction

• Other Operations Support : 

  Generation of monthly reports. Anomaly reporting (secretary of Anomaly Management Review Board)

Successful Candidate

LEVEL OF EDUCATION

 Bachelor's or Master's degree

KNOWLEDGE AND SKILLS

• Good knowledge of Windows, MS Office Suite
• Good knowledge of Linux operating system
• Previous experience with service management tools / ticketing systems
• Team player with experience in working in a team environment
• Highly user oriented with excellent interpersonal skills

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.