Louis Bouquieaux's Story

A day in the life: Louis, Service Desk Agent at the Royal School for Non-Commissioned Officers, Saffraanberg
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Louis Bouquieaux began his career in a very different field. With a background in architecture, followed by experience in real estate and then facility management, his professional journey has taken several turns — and ultimately led him to Serco.

Today, he plays a key role at the Royal School for Non-Commissioned Officers in Saffraanberg, where he has worked as a Service Desk Agent for over a year and a half. His role places him at the centre of daily operations — supporting staff, students and visitors by coordinating essential services, from accommodation and catering to maintenance and logistics.
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07:00 – Starting with the essentials

Louis’s day begins early. The first task is to collect and check the keys for the transit rooms at the guard post — a straightforward but important step to ensure all rooms were occupied and vacated as expected.

“It helps us spot anything unusual early,” he explains. “You want to resolve any issues before the rest of the day kicks off.”
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14:00 – Managing the unexpected

Afternoons often bring the less predictable elements of the role. A last-minute room change, an urgent repair, or a catering issue that needs solving — each day brings new challenges.

“You learn to adapt quickly,” says Louis. “Things change, and we have to keep things on track, no matter what’s happening.”

Some requests are more unusual than others. Louis remembers one occasion when a guest asked for help after their pet fish went missing. “It was unexpected, but very real to them,” he says. “And it’s our job to take those concerns seriously and respond professionally.”

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15:30 – Supporting one another

Although each Service Desk Agent has their own area of responsibility, the team works closely together. “We support each other constantly,” Louis explains. “If someone’s away or the workload increases, we step in. It’s very collaborative — we keep each other informed and make sure nothing falls through the cracks.”

The role also involves close coordination with school staff and external contractors, particularly when plans change or requests come in at short notice. Keeping things moving requires calm, clear communication and strong relationships.
What we offer
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.
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"It is a role with room to grow. What I appreciate about working at Serco is the chance to grow. I have completed fire safety training, made use of online learning tools, and see clear opportunities for career development - whether within my current role or in other areas of the business. You're encouraged to learn and explore. There's a lot of variety, and if you want to move forward, there's support to do that."

Louis Bouquieaux
Service Desk Agent at the Royal School for Non-Commissioned Officers, Saffraanberg

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Where every day makes a difference

For Louis, the satisfaction comes from knowing his work has a real impact. Whether it’s ensuring the officer school is ready to receive guests, resolving a facilities issue, or simply keeping things running behind the scenes, his role is part of a wider mission.

“It’s practical, it’s problem-solving, and you’re helping people every day,” he says. “There’s a real sense of purpose in that.”
What we offer
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Interested in joining us?

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