Service Desk Level 1 Operator

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 Level 1 Operator** for an International organisation in Parma, Italy and various locations around Europe.** Main Responsibilities Main Duties: The Service Desk Level 1 is responsible for the day-to-day management of all incidents and service requests from the international organization's internal and external user community, covering a wide range of services. This role ensures that all tickets are resolved within defined Service Level Agreements (SLAs), taking immediate action where needed. Acting as the primary liaison between users and IT support teams, the Service Desk Ticket Dispatcher plays a crucial role in maintaining high-quality support services, promoting user satisfaction, and contributing to the continuous improvement of IT service delivery. Main Tasks: - Incident and Service Request Management: - Receive, categorize, prioritize, and dispatch tickets to the appropriate level of support, understanding the business impacts and needs. - Assume full ownership of tickets, monitoring progress, prompting action on stalled tickets, and ensuring timely resolution. - Resolve all possible tickets/calls without escalation, utilizing knowledge and resources effectively. - Propose "shift-left" initiatives to empower users through self-service options and knowledge articles. - Customer Service and Communication: - Act as the single point of contact for the originating user, providing clear and timely communication throughout the ticket lifecycle. - Develop and maintain a deep understanding of the international organization's business processes and services to assist users effectively from a business perspective. - Provide high-quality support to the the international organization's user community, ensuring user satisfaction and addressing concerns promptly. - Knowledge Management: - Participate in keeping the knowledge database up to date, documenting resolutions, workarounds, and best practices. - Share insights and feedback within the teams to enhance support services and user experience. - Collaboration and Continuous Improvement: - Actively participate in Fusion Teams, collaborating with IT support teams, stakeholders, and other contractors to enhance service delivery, promote agility, and facilitate the adoption of DevOps practices within the international organization. - Work closely with relevant stakeholders to ensure the highest quality of support is provided, identifying areas for improvement and recommending solutions. - Utilize modern IT service management tools and methodologies, including eventual AI-driven ticket routing and automation, to improve efficiency and response times. - Work collaboratively within Fusion Teams, contributing to service delivery enhancements and promoting agility within the international organization. - Compliance and Reporting: - Ensure all activities comply with the international organization's policies, procedures, and regulatory requirements. - Provide quantitative and qualitative feedback at regular intervals to Service Managers, reporting on main issues encountered and additional metrics as requested. - Support for Remote and Hybrid Work: - Adapt support processes to accommodate remote and hybrid work environments, ensuring efficient and secure operations regardless of user location. - Leverage collaborative tools to provide seamless support to users working from various locations. **LEVEL OF EDUCATION** At least one (1) years of work experience, after having completed studies, in a similar position managing incidents and service requests in a complex IT environment. **KNOWLEDGE AND SKILLS** - Demonstrated experience with IT service management tools (e.g., ServiceNow, Helpdesk Advanced, Remedy) and ticket tracking systems is required. - Experience in a customer-facing role with a strong focus on service delivery and user satisfaction. - Familiarity with intranets, extranets, portals, and collaborative tools (e.g., virtual meetings, forums). - Experience with document management systems (e.g., OpenText) is an advantage. - Ability to work seamlessly in the international organization's Technological Environment - Excellent written and oral communication skills in English (minimum B2 level as per the CEFRL). Knowledge of another EU language is advantageous but not obligatory. - Strong customer service skills, with the ability to understand and address users' business perspectives and needs. - Good sel