{"id":3361280,"url":"https://alion.io/job/serco-helpdeskservice-desk-agent","title":"Helpdesk/Service Desk Agent","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":20,"ghost_share":0,"stale_share":0.05,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brussels, Belgium"],"countries":["BE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-27T21:25:26Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T04:47:06Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Package Description\nJoining Serco amazing team offers:\nCompetitive Salary\nGreat career opportunities\nCorporate Benefits Package\nInternational environment\nPossible hybrid work\nJob Introduction\nSerco, a trusted partner for European Institutions and International Organizations, provides ICT services and manages contact centres across Europe. We specialize in supporting information systems and consultancy within governmental frameworks, ensuring excellence in all aspects of our work.\nWe are currently recruiting a Service Desk Agent for the European Council (GSC) in Brussels. This role involves handling IT service requests and incidents as the Single Point of Contact (SPOC) for end-users.\nNature of Task\n1. User Support and Incident Management:\nReceive, log, and manage incidents via phone, email, and web platforms (ServiceNow).\nDiagnose and remotely resolve issues related to hardware, software, and network configurations using tools like SCCM.\nProvide users with information on IT procedures and policies.\n2. Service Request Handling and Escalation:\nHandle service requests (additions, changes, or removals of hardware or software).\nEscalate complex or unresolved issues to second- or third-line support teams.\nEnsure accurate and detailed follow-up of incidents in the ticketing system.\n3. Documentation and Collaboration:\nDocument resolutions in a knowledge base to improve future interventions.\nWork closely with internal teams (networks, telecoms, system administrators).\nParticipate in user information or training campaigns.\n4. Confidentiality and Compliance:\nEnsure data confidentiality in compliance with GDPR and internal policies.\nAdhere to security procedures and sign a confidentiality agreement.\nTechnical Skills\nMinimum of 2 years of experience in technical support or a role requiring significant user interaction.\nStrong knowledge of Windows 10 and 11 operating systems.\nProficiency with Office365 tools (Word, Excel, PowerPoint, Outlook).\nUnderstanding of network environments (TCP/IP, VPN) and remote support tools.\nFamiliarity with ticketing systems such as ServiceNow.\nBehavioural Skills\nExcellent written and verbal communication skills in French and English.\nAbility to work under pressure while maintaining high customer service standards.\nService-oriented mindset, professional appearance, and punctuality.\nAbility to prioritize tasks and solve problems proactively.\nOther Requirement\nClean criminal record.\nEligibility for a security clearance up to SECRET EU level.","description_format":"text","description_chars":2499,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[{"language":"French","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Belgium","iso":"BE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-27T21:25:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":18,"reasons":["conf:1","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/serco-helpdeskservice-desk-agent","json_url":"https://alion.io/job/serco-helpdeskservice-desk-agent.json","meta":{"generated_at":"2026-10-29T08:20:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12735,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779743},"rest":"https://alion.io/mcp/rest/get_company?id=1779743"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserco-helpdeskservice-desk-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserco-helpdeskservice-desk-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserco-helpdeskservice-desk-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serco-helpdeskservice-desk-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserco-helpdeskservice-desk-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3361280}},{"tool":"search_jobs","arguments":{"company":"serco.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3361280},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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