Trilingual Service Desk Agent

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 Patent Office 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 looking for a Trilingual Service Desk Agent to reinforce our team

Main Responsibilities

• Handle and track customer enquiries
• Create and update customer records, keeping data accurate and clean.
• Provide first-level support for IT issues (EPO accounts, 2FA, online filing tools like MyEPO, CFP, OLF).
• General questions (contact info, website navigation).
• Assign enquiries to the right EPO experts or teams and follow up until resolved.
• Register and manage cases for departments not using the CSM tool.
• Collect and analyse customer feedback and satisfaction surveys.
• Prepare monthly activity and performance reports (KPIs, SLAs).
• Work with technical teams to solve incidents and improve tools/processes.
• Test and give feedback on new customer service tools.
• Promote new EPO digital tools when users contact about old systems.

Successful Candidate

• Good Knowledge of English, French and German.
• Secondary School or better education.
• Work with Service Now , HR experience is a plus
• At least 2 years of experience.
• Communication skills.
• Problem solving.
• Organisational skills.
• Ability to manage stress.
• Technical competencies (EPO or similar systems

About The Company

Serco 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 at Serco | Europe

Why 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 organisation

At 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 Team

Important

Any 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 needed

Data Protection:

For more information on how the personal data is processed, please see the link Data Protection policy here.

Package Description

• Competitive Salary
• Corporate Benefits Package
• Chance to make a positive difference in a company passionate about diversity and inclusion.