Service Desk Agent (L5)

The job has expired.

Job Reference: B019/SRB/4857
Number of Positions: 1
Contract Type: Fixed term / PAYE
Contract Details: Fixed term, Submission deadline: 02/05/2019
Salary: Excellent Salary + Corporate Benefits
Working Hours: 40
Closing Date: 31/12/2019
Job Category: IT Professionals
Region / Division: Information Technology BE
Business Unit: European Commission DIGIT TM
Location: Brussels

Package Description

Excellent Salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

Further information available from the Serco Europe Recruitment Team

Job Introduction

At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.
We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators,committed to redesigning and improving public services for the benefit of everyone.

Serco and Proud - Make a difference every day.

We currently have an exciting opportunity for a Service Desk Agent, based in Brussels.

Main Responsibilities

In particular, the following services will be provided:

  • User guidance and support regarding the use of information systems / ICT tools;
  • Follow-up of incidents related to information systems organisation of the reporting;
  • Follow-up of user requests;
  • Maintain existing User Guides, or create new ones;
  • Train computer users;
  • Install, move, modify, and repair computer hardware and software for users;
  • Maintain content in knowledge database system;
  • Follow-up of bug reports.

Successful Candidate


•             Proven knowledge in end user assistance and support of information systems;

•             Good IT skills;

•             Knowledge of wiki, collaborative sites and social networks;

•             Excellent communication / writing skills;

•             Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in team;

•             Ability to participate in multi-lingual meetings;

•             Able to use the office automation tools used in the Commission (MS-Office);

•             An attitude to work as a team player;

•             Sharing knowledge and skills with the team;

•             Can consistently follow protocol and instructions.


•             Corresponding level of education as specified in Annex 5 of the FWC;

•             10 years of IT professional experience;

•             Good understanding of IP Telephony (Cisco) is an asset;

•             Previous working in EU Institutions/Agencies is an asset;

•             Working experience with Atlassian JIRA ticketing tool is an asset.



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. 

For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.

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.

About The Company

Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

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 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.