Endpoint Device Services 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 an Endpoint/Device Services Operator for the an international organisation in Parma, Italy and various locations around Europe.**

Main Responsibilities
Main Duties:

- 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.
- 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.
- 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.

**LEVEL 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.
- 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