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Service desk assistant

Please Note: The application deadline for this job has now passed.

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 assistant, based in EASA, Cologne, Germany.

 

Role Responsibility

The successful candidate will concentrate his/her activities on the following:

  • Pickup incoming technical support calls or tickets and log them in the Service Desk Tracking System;
  • Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician;
  • Troubleshoot and resolve end-user hardware, operating system, and software related problems;
  • Troubleshoot and resolve end-user mobile telephony problems;
  • Troubleshoot and resolve basic network and server access problems for end users;
  • Troubleshoot and resolve issues with WAN, Wi-Fi, firewall, VPN, VoIP etc. systems;
  • Troubleshoot and operate multimedia systems and equipment;
  • Provide technical conference and meeting room support;
  • Provide phone and video conferencing support;
  • Prepare/replace IT hardware equipment and install software;
  • Support service management KPI reporting;
  • Manage and monitor Service desk ticket handling, using the Service Desk Tracking system, and support its maintenance;
  • Support and perform IT inventory management activities.

Successful Candidate

The Key Person should bring the following skills and experience:

Educational qualifications:

  • At minimum completed secondary education, preferably with post-secondary education studies in an IT related area.

Technical expertise:

  • Knowledge of IT Service Management (ITIL foundation);
  • Technical knowledge of PC, laptop, printer and server hardware as well as mobile devices;
  • Knowledge of operating systems (Microsoft/IOS);
  • Profound knowledge of MS Office applications & communication tools;
  • Knowledge of multimedia and conference/meeting room systems and equipment;
  • Experience with the use of service desk tracking tools.

Professional experience:

  • Minimum 2 years (Standard level) of professional experience in IT service delivery.

Language skills:

  • English at level C1 or equivalent.

General competencies and skills:

  • Good communication skills to communicate effectively with all levels of users;
  • Capability of integration in an international/multicultural environment;
  • Rapid self-starting capability and team player;
  • Strong analytical and troubleshooting skills combined with a disciplined approach to problem solving;
  • Able to prioritize and execute tasks in a high-pressure environment;
  •  High level of customer & service orientation.

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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

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