Service Desk Operator (Categorie Protette)
Serco Group Plc
Serco Office, Frascati, Italy
2 gg fa

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.

Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies -

We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.

What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you.

Serco Italy is looking for a Service Desk Operator (Categorie Protette) .

Role Responsibility

  • Support the Operational Serco Contracts towards external customers to carry out their daily activity
  • Service Requests and Incidents management
  • Anomalies management
  • Fast resolution of routine Incidents and Service Requests at 1st level
  • Routing to Second Line support those calls which cannot found a resolution in first line, requiring a further investigation and a higher level technical intervention
  • Announcements management for users’ community
  • Daily monitoring on specific components / applications
  • Daily interaction with customers and co-workers
  • Contribution to the internal reporting
  • The Ideal Candidate

    The ideal candidate should have at least 1 or 2 years of experience in similar service environments and the following :

    Technical skills :

  • Knowledge of DMS (KT, Alfresco, SEED DMS)
  • Knowledge of Linux (Red Hat, Suse, Ubuntu)
  • Knowledge of ITIL processes
  • Knowledge of Networking principles
  • Knowledge of MS Office
  • Knowledge of Linux Virtual Machine (Debian, Red Hat)
  • Knowledge of Databases (MySQL, ORACLE, PostgreSQL, Informix, SQL)
  • Other Skills :

  • Excellent English (both written and spoken)
  • Advanced ability to communicate both orally and in writing
  • Ability to write and understand technical documentation predominantly written in English
  • Professional and knowledgeable attitude and behaviour with customers and co-workers
  • Capacity of achieving schedule and milestones

  • Capacity of working under pressure
  • Customer Service Skills
  • Belonging to " Categoria Protetta (Legge 68 / 99)"
  • Preferable :

  • TOEFL Certification or equivalent
  • ITIL V3 Certification
  • Important

    Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

    Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

    Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

    Data Protection :

    When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

    You may submit a written request revoking your consent to this agreement at any time.

    Package Description

    Full details on application.

    For this vacancy we will consider candidates belonging to " Categorie Protette (Law 68 / 99) "

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