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User Helpdesk Operator
2018-11-26 12:31:02| Space-careers.com Jobs RSS
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK. Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. For our activities in EUMETSAT, we are currently looking for a User Helpdesk Operator. The position is offered as a fixedterm contract for 1 year with a possibility of extension as a cover for maternity leave. Package description Full details on application. Relocation assistance provided if applicable. Main responsibilities The User Helpdesk Support is an essential interface to the external user community and a key element supporting the enhancement of EUMETSATs reputation in the eyes of its external users. The main aim of the User Helpdesk Support is to provide a onestopshop for EUMETSATs user community by providing an enquiry processing and user registration service. The ideal candidate shall perform the daytoday activities of the User Helpdesk at EUMETSAT, these tasks include the following. 1. User Enquiry Tasks Registering and tracking user enquiries using a database system Corresponding with EUMETSATs user community primarily by email and occasionally by telephone to assist users with their enquiries Responding directly to the user for simple offtheshelf enquiries in accordance with agreed service specifications and working practice Assigning internal and external actionees experts to provide input for detailed bespoke enquiries Relaying and reformatting the feedback from actionees to the end user and conveying received user feedback to the appointed actionee Interacting with external helpdesk services within partner organisations to transfer and to receive user enquiries Monitoring the progress of the all open enquiries until completion, i.e. following up with actionees on their assigned tickets. 2. User Registration Tasks Registering users of data services in a database and assigning services to these users as per their registration Interacting with experts in the Legal Affairs and Finance Divisions where relevant i.e. as part of the data licensing and decryption hardware and software payment process Dispatching decryption hardware and software to users Monitoring the progress of all open registrations until completion. 3. Provision of imagery and analysis support to the International Charter Space and Major Disasters Circulating incoming requests for satellite imagery to the relevant internal teams Uploading the resulting imagery to the Charter online tool Assisting in the recording of Charter Project Manager feedback and Charter end user feedback. 4. User Interaction Administration Tasks Recording and filing correspondence and documentation related to user interactions Maintaining the content of reports used for analysing user enquiries against agreed service level targets Maintaining the user contact details and profiles in databases and registration systems and providing inputs to future enhancements of these systems Assisting in the preparation of customer surveys and the recording of results Maintaining User Service Helpdesk working practice documentation. 5. Attendance at Daily Operations Meetings Attending operational morning briefings to be aware of eventsanomalies effecting the EUMETSAT operational services and to report, as needed, on user feedback received relating to these eventsanomalies. The activities of the User Helpdesk Support will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations. Ideal candidate Knowledge and experience with the following is considered essential for the key person Proven experience in using MS Office, including familiarity with the use of MS Word, MS Excel spreadsheets and MS Outlook. Fluency in both spoken and written English. Experience in working within a team. Experience in working as a firstline interface with customers, including responding to customer questions. Experience in using a ticketing tool or equivalent to record customer enquiries or feedback. Interpersonal skills necessary to ensure responses to customers are handled in a professional manner. Important Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered. Data Protection When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time. About the company Serco Services GmbH, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. or Serco Nederland BV, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here. Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action. If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you.
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