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Service Desk Operator

Please Note: The application deadline for this job has now passed.

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s 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. 

Serco’s 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 on-site 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 60,000 colleagues globally who are equally as passionate about delivering great service as you.

Role Responsibility

The objective of the Services Coordinated Interface (SCI) domain is to provide to the Copernicus users, on one hand, EO data from Sentinel missions and Copernicus Contributing Missions and, on the other hand, the necessary support functions associated to the data provision, e.g. help desk and order desk (standard and emergency). The service will ensure the coordinated procurement of data and their availability to Copernicus users.

Key responsibilities:

  • REACT (Rapid Emergency Activation for Satellite Tasking), to fulfil the rush EO data requests from eligible users. This task is provided on call.
  • User Support Desk, including users’ registration, users’ enquiries and complaints management, collection of user satisfaction feedback
  • Order Desk, handling the standard EO data requests from users, up to data delivery
  • Core Datasets Production Coordination, translating predefined datasets specifications into orders towards the various data providers, and following up on the order fulfilment and progress of coverage completion
  • CSCDA web site content management, to publish the information related to the data offer and the support functions.
  • Provide support the SCI Team Leader, following his/her instructions, preparing the relevant documentation, making sure the working instructions are correctly applyied by all Service Desk operators, contributing to their periodical consolidation.

All tasks will be supported by proper operational procedures and working instructions and will make use of specific tools (Applications, Systems, Documents and Interfaces)

Tools:
MS Office suite, Web browsers and relevant web-based applications, FTP tools

The Ideal Candidate

Skills required:

  • customer orientation,
  • very good command of English language (indispensable – both written and spoken) and ability to write and to understand technical documentation predominantly written in English
  • Earth Observation knowledge implying a good knowledge of ESA main product specifications, mission constraints and ESA data policies
  • remote sensing knowledge preferable
  • good interpersonal and team working skills and ability to adapt to an already well defined team – proactivity and ability to show autonomous aptitude in quick times, especially when operating in the REACT (Emergency) service context
  • knowledge of standard office automation tools

Deliverables:

  • Data Delivery from CDS archive 
  • Satellite tasking to Contributing Missions
  • Report/Feedback on Emergency calls
  • Replies/feedback and relevant information to Users
  • Input for Monthly Reports
  • Operational Procedures and internal Working Instructions
  • User Satisfaction and relevant Investigation output
  • Escalation to the SCI Team Leader with respect to the unresolved issues and complaints 
     

Package Description

Full details on application.

About the Company

Serco is one of the world’s largest providers of public services, employing over 50,000 people in over 20 countries.

We work closely with the European Government Institutions & Space Agencies providing crucial Services with over 300 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

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

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies

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