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Job description / Role
IT Service Desk Agent
Make a difference every day
The Job Opportunity
Serco is currently looking for an IT Service Desk Agent to join its IT team.
The IT Service Desk Agent role will undertake a range of 1st line tasks in support of Serco Middle East (SME) Information Technology (IT) Service Delivery to its customers.
The IT Service Desk Agent role will primarily perform a variety of tasks depending on experience and capability to ensure that effective IT Services are delivered as per Information Technology Infrastructure Library (ITIL) good practices and agreed Service Level Agreements (SLA).
Key accountabilities
- Primary responsibility is user support and customer service. Being present and available to customers requiring technical assistance
- Respond to queries and requests from all emails and callers
- Accurately log all incident, service request and change tickets using the service management application. Ensure that all incoming incidents and requests are logged, diagnosed and escalated to appropriate teams and with consistent quality standards
- Adhere to IT ServiceDesk policies and procedures
- Liaise with the Systems, Network, Desktop and Vendor Engineers and each domain in the IT Department for tracking and closure of incidents and service requests
- Liaise with vendors for quotes
Requirements
What we are looking for in our candidates
- Fluent in written and spoken English
- Good interpersonal and communication skills and confident in communicating with people across all levels within the company
- Ability to provide technical support over the phone; good phone skills, professional demeanour
- Ability to work well under pressure and meet deadlines
- Attention to detail and willingness to learn
- Ability to handle confidential information in strict confidence
Specific requirements
- Bachelor degree in Information Technology / Computer Engineering / Computer Science or equivalent
- Minimum 1 year, preferably 2 years of experience as a Service Desk Agent role (Middle East experience preferable)
- Experience in supporting IT Services as per ITIL Service Management Standards
- Experience in usage of Service Management Tool such as ServiceDesk plus, Remedy, ServiceNow or equivalent for logging, documenting and closing incidents and service requests.
- Experience within a Multinational company.
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
Take pride in what you do
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.