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User Service Helpdesk Assistant
2013-01-15 15:38:12| Space-careers.com Jobs RSS
RHEA the fastest growing leading Belgian SME providing system engineering solutions and professional engineering services to the international space industry is recruiting experienced Engineers from the Satellite Industry for a full time position based in the area of Darmstadt. Description The main tasks of the Team are to ensure an effective and userdriven service to support the provision of data, both realtime and archived, as well as to provide comprehensive technical information to handle all forms of user enquiries relating both to current operational services and to future satellite programmes of EUMETSAT. The Team shall be divided into two subteams, each supporting the routine activities in the two main User Service areas 1. Data Centre Service Team providing help to users ordering Archive data, supporting the Operations of the Archive and supporting the routine generation of Climate Data Records 5 positions 4 Data Centre Operator positions and 1 Data Centre Product Analyst position 2. User Service Helpdesk Team providing a central User Helpdesk to interact with users on a large number of enquiries and providing administrative support in handling user accounts and user service registrations 3 positions General tasks Corresponding with EUMETSATs user community by email, telephone, mail and fax to assist with all aspects of EUMETSATs operational activities Registering and tracking user enquiries using a database system Responding to user enquiries in accordance with agreed service specifications Assigning internal actionees to respond to user enquiries and monitoring the progress of the assigned enquiry Cooperating and coordinating with external helpdesk services within partner organisations Registering of users requesting access to operational data services and coordinating the associated activities e.g. licensing, invoicing Supporting Legal Affairs Division in the user licensing process Archiving and filing of correspondence related to user registrations Regular reporting of statistics describing the detailed processing of user enquiries against agreed service level targets Monitoring and maintaining the user databases and registration systems Supporting updates of Web pages and production of other user related messages Providing technical and more general information about EUMETSAT and its operational services in various formats Supporting the introduction of new services in the form of user announcements and modifications to registration processes Supporting in the preparation and analysis of customer surveys Maintaining User Service Helpdesk working practice documentation In the course of its duties the User Helpdesk Team is expected to follow the status of the operational services by regular attendance at daily briefings or operational planning meetings as appropriate. In addition to the customer interface, the activities of the User Service Helpdesk will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations. Requirements University Degree in a scientific or technical discipline 3 years of experience in the operation of computer systems, preferably in an operational or realtime environment. 5 years of experience working as a firstline interface with customers. Experience in using SAP, whilst not mandatory, would be advantageous. Helpdesk Assistants will have to respond to user enquiries and they must possess the appropriate interpersonal skills necessary to ensure such responses are polite and informative. 5 years of experience with using PCs is essential, including familiarity with the use of MS Word, MS Excel spreadsheets and MS Outlook. Fluency in both spoken and written English is mandatory A working knowledge of other languages would be a distinct advantage. Location Darmstadt, Germany Application deadline 01022013 If you are interested, please send your EUROPASS format CV as well as a Cover Letter to Lena Englander, Recruitment Manager, or Emilie Royez Recruitment Assistant at careeropportunitiesrheagroup.com Please do not hesitate to contact us for more information. RHEA provides you with an attractive employment package based on the candidates experience, the opportunity to build experience in the space sector and to grow within an international company. RHEA is an independent Space Engineering Consulting and Software company that offers knowledgebased services and innovative solutions to the space industry. Our technical expertise is coupled with the provision of software tools for both Space and Ground segments. For the past 18 years RHEA has supported over 40 space missions, including comet chasers, planetary and Moon missions, deep space astronomy experiments to understand the fundamental laws of physics, climate monitoring, meteorology, navigation and communications. Rhea is the market leader for MOIS solutions and procedure management systems. Rhea has successfully brought together engineers and scientists from 13 nationalities to support its clients across 7 European countries, Canada and the USA.
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