Service Desk Agent
Serco
Parma
20
Scarso
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Azienda: Serco Parma
• 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 Service Desk Agent for European Commission in Italy and various locations around Europe.
Main Responsibilities
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Complementary first line support and second line helpdesk (provide 2nd Line Support to different graded users from VIP down to simplest user)
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Create a Support Tickets and tracks them through to completion
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Interact with 1st line Service desk for Managing incoming requests and providing operations forms
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Handle emails, calls
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Manage the following questions sent by 1st line Service Desk ( Centralized service desk managed) automatic acknowledgement:
basic questions, expert questions, delay to answer, emails, collaborative tools …
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Provide clear, accurate, understandable response to users’ queries
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Communication:
Review of information provided within web portals, editing of sections when necessary review and update of user guides. news generation and review with Customer before publication
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Service Desk Operations support:
Service Desk Procedures and Work instructions redaction
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Other Operations Support :
Generation of monthly reports. Anomaly reporting (secretary of Anomaly Management Review Board)
Successful Candidate
LEVEL OF EDUCATION
Bachelor's or Master's degree
KNOWLEDGE AND SKILLS
• Good knowledge of Windows, MS Office Suite
• Good knowledge of Linux operating system
• Previous experience with service management tools / ticketing systems
• Team player with experience in working in a team environment
• Highly user oriented with excellent interpersonal skills
✔ Serco
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