Service Desk Agent

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 Brussels and various locations around Europe.**

Main Responsibilities
- User guidance and support regarding the use of information systems / ICT tools.
- Follow-up of incidents related to information systems and organisation of the reporting.
- Follow-up of user requests.
- Follow-up of bug reports.
- Document knowledge, known issues and transfer this knowledge to colleagues.
- Categorize and prioritize incoming tickets correctly and escalate where needed.
- Good knowledge of end-user ICT equipment (laptops, desktops, smartphones, etc.)
- Ability to provide end-user support efficiently and fast.
- Ability to give business and technical presentations
- Ability to cope with fast changing technologies.
- Very good communication skills with technical and non-technical audiences.
- Analysis and problem solving skills.
- Capability to write clear and structured technical documents
- Ability to participate in technical meetings and good communication skills.
- Proven knowledge in end user assistance and support of information systems
- Knowledge of ITIL
- Knowledge of wiki, collaborative sites and social networks
- Good knowledge of the office automation tools used in the contracting authority (MS-Office).
- Ability to support users of mobile devices.

**LEVEL OF EDUCATION**

Bachelor's or Master's degree

**KNOWLEDGE AND SKILLS**
- At least 2 years of specific expertise in end user assistance and support of information systems (good knowledge)
- At least 1 year of specific expertise in ITIL (knowledge)
- At least 2 years of specific expertise in office automation tools used in the contracting authority (good knowledge)

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.

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.

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_