Desktop Services Operator

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


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 Desktop Services Operator for the European Commission in Italy and various locations around Europe.


Main Responsibilities



• Provide technical support to users of EFSA IT infrastructure with regards to end-user equipment such as workstations, mobile devices, printers, copiers, client-side systems administration, desktop software and applications.


• Manage incidents and service requests, user follow-up, problem diagnosis and resolution, and ensuring proper issue and request tracking and documentation within EFSA’s Service Management System (such as Service Now).


• Create and maintain installation packages for distributed software.


• Ensure timely escalation of issues to other services, EFSA reference staff or to external providers, when needed.


• Maintain the standard environment on users computers ensuring timely deployment of updates and patches.


• Contribute to: Continual Service Improvement. Maintenance of operational procedures Evolution of the standard desktop environment.


• Provide quantitative and qualitative feedback at regular intervals to the Service Manager(s), on the main issues encountered in the reported period or additional metrics when requested.


Successful Candidate


LEVEL OF EDUCATION

Post-secondary degree complemented by at least 1 year education in computer science. Alternatively, secondary degree with at least four (4) years of proven professional experience in a similar position.

KNOWLEDGE AND SKILLS


• Excellent written and oral command of English. Knowledge of Italian or any other EU language is not obligatory but would be advantageous for this profile.


• Sound knowledge of laptop/desktop hardware (troubleshooting, assembling, spare parts substitution).


• Sound knowledge of Windows environment configuration and MS Office 365 core applications (including Outlook) within an enterprise deployment.


• Knowledge of Microsoft SCCM or similar tools.


• Ability to work seamlessly in the EFSA technological environment:

Microsoft Windows 10 Enterprise



Client-side software installed on laptop and desktop runs:

Microsoft Windows 10 as operating system Internet Explorer, Google Chrome and Edge as web browsers Microsoft Office 365 Microsoft Office Outlook 365 Adobe Acrobat Reader X Nuance  Power PDF Free Mind VM Ware v Sphere


• Experience with ticket tracking systems such as Service Now.


• Very good understanding of the ITIL framework. ITIL certification a definite plus.


• Passion for helping non-technical staff. Good and easy contact with people.


• Strong resilience and composure.


• Good organization skills and ability to work autonomously.


• Proactive and demonstrated problem solving skills.


• Professional in situation of stress.


• Work well as part of a team.


• Experience of working in a multicultural environment.