Endpoint Device Services Operator / Desktop Technician

Serco

  • Parma
  • Tempo indeterminato
  • Full time
  • 5 giorni fa
Job IntroductionSerco 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 an Endpoint/Device Services Operator for the an international organisation in Parma, Italy and various locations around Europe.Main ResponsibilitiesMain Duties:
  • The Desktop Services Operator is responsible for providing technical support to users of the international organisation's IT infrastructure, focusing on end-user equipment such as workstations, mobile devices, printers, client-side systems administration, desktop software, virtual desktops and applications.
  • This role involves managing incidents and service requests, performing problem diagnosis and resolution, and ensuring proper documentation within the international organisation's Service Management System. The Desktop Services Operator contributes to the continual improvement of IT services, maintenance of operational procedures, and evolution of the standard desktop environment, playing a crucial role in enhancing user satisfaction and operational efficiency.
Main Tasks:
  • Provide technical support to users regarding end-user equipment, including troubleshooting hardware and software issues on workstations, laptops, mobile devices, printers, and copiers.
  • Perform client-side systems administration, ensuring optimal performance and usability of desktop software and applications.
  • Support remote and hybrid work environments, enabling efficient and secure operations from any location.
  • Manage incidents and service requests, ensuring timely user follow-up, accurate problem diagnosis, and effective resolution.
  • Document all issues and requests within the international organisation's Service Management System (e.g., ServiceNow), maintaining accurate and up-to-date records.
  • Ensure timely escalation of issues to other services, the international organisation's reference staff, or external providers when needed.
  • Create and maintain installation packages for distributed software, facilitating efficient software deployment across the organization.
  • Maintain the standard environment on user computers, ensuring timely deployment of updates and patches to enhance security and performance.
  • Utilize advanced technologies and methodologies, such as automation tools and Unified Endpoint Management (UEM) solutions, to streamline software deployment and updates.
  • Contribute to continual service improvement by identifying opportunities to enhance support services and user experience.
  • Participate in the maintenance of operational procedures, ensuring they are up-to-date and effective.
  • Actively participate in Fusion Teams, collaborating with the international organisation's staff and other contractors to promote agility, share knowledge, and facilitate the adoption of best practices within the international organisation.
  • Provide quantitative and qualitative feedback at regular intervals to the Service Manager(s) on the main issues encountered, including additional metrics when requested.
  • Monitor system performance and user feedback to identify recurring issues and propose solutions.
  • Build strong relationships with users, demonstrating a passion for helping non-technical staff and maintaining good and easy contact with people.
  • Support training and knowledge-sharing initiatives, helping users become more proficient with their IT tools and applications.
  • Ensure compliance with rules on personal data protection applicable to the international organisation (i.e. EUDPR and GDPR) and the international organisation's internal data protection and information security policies and standards.
  • Implement security best practices when configuring and maintaining end-user equipment and software.
Successful CandidateLEVEL OF EDUCATION
  • Post-secondary degree (Bachelor's) complemented by at least one (1) year of education in computer science or related fields.
  • Alternatively, a secondary degree (High school diploma) with at least four (4) years of proven professional experience in a similar position.
KNOWLEDGE AND SKILLS
  • Proven experience in providing technical support in a complex IT environment, preferably within an international or multicultural organization.
  • Experience with ticket tracking systems such as ServiceNow, including incident management and service request fulfillment.
  • Experience in creating and maintaining software installation packages and deploying software in an enterprise environment.
  • Sound knowledge of laptop/desktop hardware, including troubleshooting, assembling, and spare parts substitution.
  • Sound knowledge of Windows environment configuration and Microsoft 365 core applications within an enterprise deployment.
  • Knowledge of Microsoft System Center Configuration Manager (SCCM), Microsoft Intune or similar tools for software deployment and endpoint management.
  • Familiarity with Unified Endpoint Management (UEM) solutions and practices.
  • Ability to work seamlessly in the international organisation's Technological Environment demonstrating familiarity with relevant tools and platforms.
  • Understanding of remote support technologies and practices to assist users in various locations.
  • Very good understanding of the ITIL framework
  • Relevant certifications in Microsoft Configuration Management.
  • Knowledge of security best practices for end-user computing.
  • Very good written and oral command of English (minimum B2 level as per the CEFRL).
  • Passion for helping non-technical staff, with good and easy contact with people.
  • Strong resilience and composure, maintaining professionalism in stressful situations.
  • Good organizational skills and ability to work autonomously, managing time effectively and prioritizing tasks.
  • Proactive and demonstrated problem-solving skills, with the ability to diagnose issues and implement effective solutions.
  • Excellent teamwork skills, with the ability to work well as part of a team and collaborate with colleagues.
  • Capability to integrate into an international and multicultural environment, demonstrating cultural sensitivity and adaptability.
About the CompanySerco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found atWhy should you join Serco ?
  • Chance to contribute to innovation in the public services sector
  • A company passionate about diversity and inclusion
  • Permanent employment with comprehensive Serco Benefits package.
We are diverse and inclusive organisationAt Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It's a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.In the UK we are proud to be a Disability Confident Leader in the government's scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment TeamImportantAny offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.Please contact the recruitment team if neededData Protection:For more information on how the personal data is processed, please see the link .

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