Service Desk 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, in Brussels and 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 a Service Desk Agent for our prestigious partner DIGIT TM (DG Informatics) **in Brussels**. DIGIT-TM is a contract from the European Commission for IT services across Europe.

If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.

**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.**

At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do

Main Responsibilities

Main Responsibilities

The service provider will be requested to perform the tasks and activities relating to the lot 2 of the SRB/OP3/2018 framework contract, profile Service Desk Agent level 5. In particular, the following services will be provided:

- User guidance and support regarding the use of information systems / ICT tools;
- Follow-up of incidents related to information systems organisation of the reporting;
- Follow-up of user requests;
- Maintain existing User Guides, or create new ones;
- Train computer users;
- Install, move, modify, and repair computer hardware and software for users;
- Maintain content in knowledge database system;
- Follow-up of bug reports.

Knowledge and skills as defined in the Service Requirements for a Service Desk Agent level 5:

- Proven knowledge in end user assistance and support of information systems;
- Good IT skills;
- Knowledge of wiki, collaborative sites and social networks;
- Excellent communication / writing skills;
- Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in team;
- Ability to participate in multi-lingual meetings;
- Able to use the office automation tools used in the Commission (MS-Office);
- An attitude to work as a team player;
- Sharing knowledge and skills with the team;
- Can consistently follow protocol and instructions.

**SPECIFIC EXPERTISE**

Service Desk Agent level 5 with a minimum:

- Corresponding level of education as specified in Annex 5 of the FWC;
- 10 years of IT professional experience;
- Good understanding of IP Telephony (Cisco) is an asset;
- Previous working in EU Institutions/Agencies is an asset;
- Working experience with Atlassian JIRA ticketing tool is an asset.**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._

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