Package Description
What We Offer
- Competitive Salary
- Corporate Benefits Package
- And the chance to make a positive difference in a company passionate about diversity and inclusion.
Further information available from the Serco Europe Recruitment Team
Job Introduction
Since 1964, we have been a reliable partner of the Belgian Navy, with a team of 130 marine engineers and maritime specialists. Based in Zeebrugge, we provide daily maintenance, scheduled overhauls and urgent repairs for Belgian and Dutch naval fleets, with a special focus on minehunters. Our technicians are also deployed at home and abroad, adapting to fleet operations worldwide. As part of the global Serco Group PLC, known for its expertise in aerospace, defence, international organisations and immigration, we offer a dynamic and rewarding career in the maritime sector. Join us and be part of our legacy of excellence.
Main Responsibilities
As IT Service Desk Officer you will concentrate your activities on the following:
Managing all tasks and responsibilities of the service desk around first- and second-level support to users for software and hardware issues with ServiceNow ticketing application. As part of the Service support team, you would be working with your colleagues to cover the full set of support services. As a candidate you should have demonstrable skills and experience to cover the responsibilities outlined below:
You excel at gathering input, coordinating efforts, and organizing contributions from various stakeholders to drive solutions forward. Whether working with technical teams or more functional teams, you know how to align perspectives, manage expectations, and keep momentum toward successful outcomes (incident resolution, problem follow-up, change implementation, reporting, …).
Your communication is always well-documented, structured, and reproducible, enabling contributors to quickly understand context, take action, and maintain continuity throughout the support lifecycle.
You bring a proactive, flexible, and creative approach to your work, always ready to adapt and where necessary think outside the box. As a fast learner, you quickly absorb new information and apply it effectively in challenging environments.
You are also highly reliable and detail-oriented, able to:
- Follow procedures with precision, and spot improvements if possible;
- Handle tasks efficiently;
- Manage confidential information with discretion and integrity
You possess a broad and well-rounded understanding of the IT landscape, enabling you to diagnose and help troubleshoot across multiple domains in a layered environment. Your expertise spans:
- Networks – from infrastructure to connectivity
- Applications – understanding their architecture, deployment, and integration
- Interfaces – ensuring seamless communication between systems
- End-point devices – managing and supporting user-facing hardware and software, the ability to perform user and device administration tasks.
This versatility allows you to collaborate effectively with both technical and functional teams, and to contribute meaningfully to a wide range of solutions.
You are comfortable working in a modern digital environment and have hands-on experience with essential tools that support collaboration, productivity, and IT service management. Your toolkit includes Microsoft Office Suite, Microsoft Teams & SharePoint – for seamless collaboration and knowledge sharing, ServiceNow – for incident and request management within ITIL-based environments, Remote and Secure Access Tools and various portals for asset management.
In this role, you’ll work closely with a diverse network of contributors, requiring strong interpersonal and coordination skills. Your key collaborators will include: Support Field Engineers – for on-site technical interventions and escalations, Solution and Hardware Contractors, the Customer – ensuring their needs are understood and addressed effectively, the Customer’s ICT Partners.
In addition to the technical experience, we are looking for the right soft-skills and attitude for the role. As a candidate, you bring a positive and proactive mindset to the role and can work effectively and professionally with users, colleagues and other stakeholders.
Successful Candidate
Experience or knowledge you bring:
- The ability to analyze and troubleshoot issues across infrastructure, applications, and integrations
- A solid understanding of ITIL principles and support frameworks, ensuring structured and efficient incident and change management
- A mindset geared toward continuous improvement, contributing best practices and process enhancements to optimize service delivery
- Experience with knowledge and asset management, ensuring accurate documentation and lifecycle tracking of IT resources
- Professional certifications, such as ITIL4, windows server, or other relevant certifications
- At least 3 years of experience in an IT support environment, ideally within complex and dynamic infrastructures
- Practical, hands-on experience with hardware and software systems from A-brand vendors such as Microsoft, Dell, Cisco, and others
- A strong understanding of how to maintain, support, and optimize enterprise-grade IT environments
- To thrive in this role, you must be a confident communicator in Dutch, French, and English, both spoken and written. You’ll be engaging with a diverse range of stakeholders, including IT technical experts and functionally oriented business partners, so the ability to adapt your communication style to suit different audiences is essential.
About the Company
About Serco Group
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 ?
- Contribute to innovative projects in the public services sector, and making a difference.
- Your contributions are valued and recognized, with opportunities for professional/personal growth.
- Be part of a company passionate about diversity and inclusion
- Enjoy a friendly and professional environment that respects your work-life balance.
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.