ICT Specialist

Job Introduction

Serco is a leading Space Services Provider with thousands of skilled resources that have supported over 50 space missions on behalf of more than 10 space and government agencies around the globe, including ESA and NASA. Serco offers space capability across the full space lifecycle, from satellite testing to launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development.

We’re looking for an ICT Specialist to reinforce the team in our office in Italy.

Key Responsibilities

• Takes ownership of raised incidents and service requests via our ticketing system. Independently or in collaboration with the appropriate SMEs or 3rd-party vendors, ensures requests are fulfilled within the agreed SLA, or incidents are resolved as soon as possible, re-establishing nominal service levels.
• Provides 2nd- and 3rd-line support (on-site and remote) to end-users in Europe regarding any (non-)standard service requests or incidents related to end-user computing (laptops, mobiles, tablets, etc.), user workstations (monitors, keyboards, mice, headsets, docking stations, and other peripherals), video conferencing equipment, printers, and other front- and back-end services.
• Documents identified solutions and updates the Knowledge Database. Initiates proactive actions to prevent incidents from reoccurring.
• Works with Problem Management to document root causes and, together with the SMEs around the affected services, develops potential solutions to problems. Recommends changes regarding process improvements, standardisation, and other relevant enhancements to prevent recurrence.
• Provides technical information and support for the evaluation, installation, acquisition, and use of services, independently or in collaboration with SMEs and 3rd-party vendors.
• Assists in standardising IT processes across European locations and documents IT procedures, as well as creating knowledge base articles for the internal IT team and end-users.
• Suggests and drives IT service automation and workflow improvements.

Key Responsibilities Extension

• Is involved in Asset Lifecycle Management – assisting with the purchase of hardware, software, and accessories; tracking deliveries; inspecting ordered equipment upon receipt; executing regular tool-supported inventories for offices in scope; and disposing of EOL items in line with policies, procedures, and instructions.
• Prepares and deploys end-user devices, workstations, and peripherals.
• Prepares, configures, and deploys video conferencing equipment independently or with team support.
• Contributes to ICT projects – within the domain of their expertise and experience, provides support in the design, implementation, and initial operational support of IT project deliverables.
• Maintains professional and technical knowledge by continuously scanning/reviewing the market, attending training sessions and workshops on new technologies, and reviewing professional publications.
• Reports to the Country Head of IT, where applicable, or directly to the Head of Sector IT, bringing attention to improvement opportunities, equipment renewal or retirement needs, and recommending project initiatives.
• Contributes to team effort by accomplishing related tasks as needed.

Skills

• Minimum of 2 years’ experience directly supporting users and executing technical tasks.
• Whilst knowledge of a broad spectrum of IT technologies and services is highly beneficial, the ICT Specialist must have technical knowledge and experience of the services they are responsible for. The successful candidate should be willing to learn new technologies and further support them as needed.
• Good knowledge of MS Windows, MS Office 365, and other user productivity applications and tools.
• User, identity, and device management in Active Directory, Entra ID, Intune, Defender, Autopilot, and other deployed tools.
• Polycom video conferencing equipment.

Additional Skills

Interpersonal Skills:

• The ICT Specialist interacts with end-users, IT Leads, partners/3rd parties, and operational teams on a regular basis, as required for the performance of duties.
• The ICT Specialist must possess excellent interpersonal skills that facilitate smooth and positive interactions in a matrix environment and result in the establishment of long-lasting relationships with the business.
• Additional interpersonal skills required for the ICT Specialist role include professionalism, customer-centric service delivery, user experience focus, excellent problem-solving skills, teamwork, attention to detail, decisiveness, comfort working in a fast-paced environment, and a proactive attitude.

Communication Skills:

• The role of the ICT Specialist requires frequent interaction, especially with end-users, managers, and internal IT teams. Clear communication, asking the right questions, and providing necessary information in a concise manner tailored to the audience are essential.
• The ICT Specialist should promote collaborative and customer-oriented communication.

Languages:

• Fluency in English and one of the operating languages of Serco Europe, preferably the local language of the Serco office where they are based.

Package Description

Joining Serco Italy’s amazing team offers:

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