Service Desk Support

Job Introduction

At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.
We are a team of 50,000 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.

Serco and Proud - Make a difference every day.

We currently have an exciting opportunity for a Service Desk Support, based in Brussels.

Role Responsibility

The key person will be responsible for:

• Handle service requests for fulfilment in the domain of telephony and TV-distribution

• Liaise with different entities to ensure the execution of complex requests

• Handle urgent requests

• Resolving incidents in its domain of competence 

• Providing input for the monthly reports and for specific reports on request of the customer's responsible

• Keeping the CMDB updated

• Management of the inventory

• Ensuring the highest quality of the data managed by the Service Desk

• Supporting functional tests of new software (e.g. Cisco CUCM, Kurmi) and firmware (e.g. ToIP phone set firmware) versions

• Supporting Videoconference Operations

Successful Candidate

The key person should have:

• Minimum 5 years of proven experience in a similar IT/telecommunications position

• Service Desk tasks related to telephony, videoconferencing, cabling, and TV activities

• Four (4) years’ experience working with Service Desk Manager ticketing tools and CMDBs

• Two (2) years’ experience working within an ITIL methodology environment

• Three (3) years’ experience knowledge of telecom procedures

• Experience using tools for telephony and TV-distribution provisioning and initial incident analysis, configuration, and testing, not limited to the customer's environment

• Ability to follow complex procedures within large environments and report/document malfunctions

• Ability to perform tasks related to features, configuration, and terminals of telephony/TV-distribution

• Good knowledge of videoconference services and systems, tools, and multipoint setup

Soft skills: 

• Ability to multitask

• Highly accurate and precise

• Led by a high sense of responsibility and accepts accountability

• Excellent communication skills, both oral and written

• Diplomatic, flexible and have a high level of integrity

• Excellent customer-service orientation

• Ability to work under pressure and prioritise work

• Ability to draft and complete Technical reporting

• Ability to work under pressure and prioritise workloads 

Language skills:

Excellent knowledge of French and English to the equivalent of the European Commission classification of B2 (speaking/reading/writing), other language will be an advantage. 

ITIL Certification: ITIL V4 Foundation Certified  

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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)

Further information available from the Serco Europe Recruitment Team

About the Company

Serco is one of the world’s 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 people’s 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