Help Desk & Service Desk Operator

Package Description


Joining Serco Italy’s amazing team offers:


• Competitive  Salary 


• Great career opportunities 


• Corporate Benefits Package


• International environment


• Possible hybrid work


Job Introduction


Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the 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 a Help Desk & Service Desk Operator, to reinforce the team in our Italy office!

We look forward to meeting you! 


Main Responsibilities


Duties and Responsibilities


• Provide first-level technical support to users via phone, email, or ticketing system.


• Accurately log and categorize all incidents and service requests 


• Escalate unresolved or complex issues to second/third-line support teams in accordance with SL As.


• Deliver clear, professional, and user-friendly communication throughout the support process.


• Troubleshoot and resolve complex incidents and problems.


• Acquire and analyse customer needs and problems, gathering and suggesting recommendations for new developing solutions


• Communicate effectively with end users, providing regular updates on issue resolution and status.  


• Monitor and manage the service desk queue to ensure timely resolution and prioritization of tickets.


• Contribute to the continuous improvement of service desk processes and user satisfaction.


• Follow ITIL best practices for incident, request, and change management.


• Handle service requests related to application access, configuration changes, and updates.


• Application monitoring and alarm analysis


• Provide innovative solutions to common problems


• Work collaboratively with internal IT teams and external vendors to investigate and resolve application issues.


• Support testing and verification activities


• Regular interaction with technical, applications and operational staff to ensure systems integrity and security


• Participate in application testing, patching, upgrades, and deployments in coordination with the change management process.


• Generation and maintenance of Operational Procedures and work instructions


Successful Candidate


Skills and Attributes:

Technical skills;


• Good knowledge of Trouble Ticketing Systems ( Remedy, Service Now, OTRS)


• Familiarity with ITIL framework and incident/problem management tools (e. g. , Service Now, OTRS, KIX) and ITIL best practices 


• Knowledge of Microsoft Office tools


• Excellent troubleshooting skills with the ability to diagnose complex issues under pressure.


• Technical Certifications are an asset

  Personal Skills:


• Fluent in English Language (both written and spoken)


• Strong communication and customer service skills.


• Ability to manage multiple tasks and priorities effectively and working under pressure


• Capacity of achieving schedule and milestones


• Proactive problem solving attitude


• Ability to work in a team and to share and acquire knowledge


• Willingness to travel abroad for short-term periods

Knowledge and Experience (minimum requirements)


• At least 2 years experience in user support roles


• At least 2 years experience in application support

  Preferable:


• English Certification (≥ B1)