ICT Specialist

Job title:

ICT Specialist

Company:

Serco

Job description

Job IntroductionSerco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development.We’re looking for a ICT Specialist, to reinforce the team in our Italy office!We look forward to meeting you!Main Responsibilities

• Takes ownership of the raised incidents and service requests via our ticketing system. Independently or in collaboration with the appropriate SMEs or 3rd party vendors, ensures the request is fulfilled within the agreed SLA, or the incident is resolved as soon as possible re-establishing nominal levels of services.
• Provides 2nd and 3rd line support (on-site and remote) to end-users in Europe regarding any (Non-)Standard Service Requests or Incidents raised related to the end-user computing (laptop, mobile, tablets, etc), user workstation (monitors, keyboards, mice, headsets, docking stations and other peripherals), video-conferencing equipment, printers, and other front- and backend services.
• Documents the identified solution and updates the Knowledge Database. Initiates proactive actions to prevent the incident from reoccurring.
• Works with Problem Management to document root cause and together with the SMEs around the services affected comes up with potential solutions to problems. Recommends changes regarding process improvements, standardization and any other relevant enhancement to prevent recurrences.
• Provides technical information and support on the evaluation, installation, acquisition and use of services, independently or collaborating with the SMEs and 3rd party vendors.
• Assists in standardizing IT processes across European locations and documents IT procedures as well as creates knowledge base articles for the internal IT team as well as end-users.
• Suggests and drives IT service automation and workflow improvements.
• Involved in the Asset Lifecycle Management – assists the purchase of HW, SW and accessories, tracking deliveries, inspect the ordered equipment upon receipt, executing regular, tool-supported inventory for the offices in scope, disposal of the EOL items following the policies and procedures, and as instructed.
• Prepares and deploys end-user devices, workstations and peripherals.
• Prepares, configures and deploys video conferencing equipment independently or with support of the team.
• Contributes to ICT Projects- within the domain of their expertise and experience provides support in design, implementation and initial operational support of IT Project deliverables.
• Maintains professional and technical knowledge by constantly scanning/reviewing the market, attending trainings and workshops about new technologies, reviewing professional publications.
• Reports to Country Head of IT where applicable or directly to the Head of Sector IT, bringing to attention points to improve, equipment for renewal or retirement, recommends project initiatives.
• Contributes to team effort by accomplishing related results as needed

Successful Candidate

• Experience of 2 years directly supporting users and executing the technical task. Technical Knowledge: Whilst knowledge of a broad spectrum of IT technologies and services are extremely beneficial, the ICT Specialist must have technical knowledge and experience of the service they are responsible for. Willing to learn new technologies and further work with and support them as needed. Technologies required:
• Good Knowledge of MS Windows, MS Office 365, and other user productivity applications and tools
• User, identity and device management in Active Directory, Entra ID, InTune, Defender, Autopilot, and other deployed tools
• Polycom VC equipment People Skills: The ICT Specialist interacts with end-users, IT Leads, Partners/3rd Parties, and operational teams on a regular basis as is necessary for the performance of duties.
• The ICT Specialist must possess excellent people skills that facilitate smooth and positive interactions in a matrix environment, that result in the establishment of long-lasting relationships with the business.

Communication Skills:

• The role of the ICT Specialist requires a lot of interaction, especially with end-users, managers as well as internal IT teams. Clear communication, asking the right questions, and providing the necessary information in a concise manner tailored for the audience is essential.
• The ICT Specialist should promote collaborative and customer oriented communication.

Interpersonal Skills:Other interpersonal skills that are necessary for the execution of the ICT Specialist role are professionalism, customer centric service delivery and user experience focus, excellent problem-solving skills, being a team player, being detail oriented, being decisive, exhibiting comfort in a fast-paced work environment, and being an initiative taker.Languages:Fluent in English and one of the operating languages of Serco Europe, preferably the local language of the Serco Office they work fromAbout 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 at .Women in Aerospace
We prioritize Diversity and Inclusion, actively supporting initiatives such as Women in Aerospace Europe, which champions opportunities, development, and visibility for women in the Aerospace sector.For more information :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 .

Expected salary

Location

Roma

Job date

Thu, 24 Jul 2025 06:29:20 GMT

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