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 a bid in The Hague, Netherlands, and various locations around Europe.

Main Responsibilities

• First-line ICT support (incident & request handling)
• User support (remote and on-site / Welcome Desk)
• Ticket management via ITSM tools
• Troubleshooting and escalation to higher levels
• Communication with users and SLA/KPI compliance
• Knowledge base usage and updates

Knowledge and Skills

• A minimum of 3 to 5 years of experience of working in an ICT call centre environment or a customer facing ICT Service Desk
• Ability to provide all services listed in the scope of tasks depending on the assigned function (Service Desk or Walk-in desk)
• Customer Service focus: to understand the business and user needs and provide professional, appropriate support and results
• Ability to learn and adapt to new technologies fast (especially with regards to the Europol specific application support)
• Technical conversation skills to ensure that a proper ticket information is entered into the call logging system
• Ability to prioritize and categorize tickets according to business needs
• Ability to prioritize tasks and to “think outside the box”
• Ability to act proactively and to foresee the consequences of actions
• Outstanding interpersonal skills, communication skills and high degree of integrity
• Excellent telephone manner
• Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines
• Ability to deliver good quality documentation: clear, concise and informative
• Fluency in conversational and technical English (minimum level C1, including knowledge of the international or NATO phonetic alphabet), as English is the official working language at Europol

Required Technical Skills

• In-depth knowledge of ServiceNow, Windows 11 and the Office suite
• Sound knowledge of ICT equipment used like laptops, desktops, iPhones and iPads
• Basic networking knowledge (TCP/IP, Router, Patching, Port Security)
• In-depth knowledge of Excel, Word, PowerPoint and delivery of Service reporting
• Desirable knowledge of ICT monitoring tools - e.g. Nagios XI/Core, Splunk, Dynatrace, Grafana
• Basic ITIL V4 knowledge

Security Clearance

Candidate must be eligible to undergo the process to receive a Security Clearance (EU Secret)

Package Description

• Joining Serco amazing team offers:
• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work