Helpdesk/Service Desk Agent

Package Description

Joining Serco amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work

Job Introduction

Serco, a trusted partner for European Institutions and International Organizations, provides ICT services and manages contact centres across Europe. We specialize in supporting information systems and consultancy within governmental frameworks, ensuring excellence in all aspects of our work.

We are currently recruiting a Service Desk Agent for the European Council (GSC) in Brussels. This role involves handling IT service requests and incidents as the Single Point of Contact (SPOC) for end-users.

Nature of Task

1. User Support and Incident Management:

• Receive, log, and manage incidents via phone, email, and web platforms (ServiceNow).
• Diagnose and remotely resolve issues related to hardware, software, and network configurations using tools like SCCM.
• Provide users with information on IT procedures and policies.

2. Service Request Handling and Escalation:

• Handle service requests (additions, changes, or removals of hardware or software).
• Escalate complex or unresolved issues to second- or third-line support teams.
• Ensure accurate and detailed follow-up of incidents in the ticketing system.

3. Documentation and Collaboration:

• Document resolutions in a knowledge base to improve future interventions.
• Work closely with internal teams (networks, telecoms, system administrators).
• Participate in user information or training campaigns.

4. Confidentiality and Compliance:

• Ensure data confidentiality in compliance with GDPR and internal policies.
• Adhere to security procedures and sign a confidentiality agreement.

Technical Skills

• Minimum of 2 years of experience in technical support or a role requiring significant user interaction.
• Strong knowledge of Windows 10 and 11 operating systems.
• Proficiency with Office365 tools (Word, Excel, PowerPoint, Outlook).
• Understanding of network environments (TCP/IP, VPN) and remote support tools.
• Familiarity with ticketing systems such as ServiceNow.

Behavioural Skills

• Excellent written and verbal communication skills in French and English.
• Ability to work under pressure while maintaining high customer service standards.
• Service-oriented mindset, professional appearance, and punctuality.
• Ability to prioritize tasks and solve problems proactively.

Other Requirement

• Clean criminal record.
• Eligibility for a security clearance up to SECRET EU level.