User Helpdesk Operator

Package Description

What we offer if you join our amazing team:

• Competitive Salary 

• Corporate Benefits Package 

• Support provided to EU Nationals requiring relocation – Information available upon request

• Company events

Job Introduction

We have an exciting (and challenging) opening for a User Helpdesk Operator in Darmstadt. 

The position is offered as fixed-term contract until 30/06/2025.

Dynamic, Energetic, Entrepreneurial, Highly Motivated, Resilient … If this describes you then we would love to hear from you :) Come and join talented diverse Serco team at the European Organisation for the Exploitation of Meteorological Satellites (EUMETSAT) based in Darmstadt, Germany. 

Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

• Serco – The employer of choice for a career within the Space Sector.

Serco are a trusted provider of services to National Space Agencies and the European Space Agency (ESA), we have over 40 years’ experience supporting the space sector and providing services for all stages of our customer’s space missions.

• Join our community of space specialists across Europe

We are proud to support the European institutional Space landscape: Serco boasts an extensive network of Space professionals located at our offices in Darmstadt, Noordwijk, Frascati, Paris and Madrid, all within close proximity of our two largest space sector customers, European Space Agency/European Space Operations Centre (ESA/ESOC) and European Organisation for the Exploitation of Meteorological Satellites (EUMETSAT).

• Supporting Women in Aerospace

Diversity and Inclusion is extremely important to us. Supporting women's opportunities, development and visibility in the space sector is key and that is why we are proud members and supporters of Women in Aerospace Europe, a dynamic and global network supporting women's careers in Aerospace.

Women in Aerospace Europe (WIA-E) – Supporting women in STEM (wia-europe.org)    

Main Responsibilities

The User Helpdesk Support is an essential interface to the external user community and a key element supporting the enhancement of EUMETSAT’s reputation in the eyes of its external users. The main aim of the User Helpdesk Support is to provide a one-stop-shop for EUMETSAT’s user community by providing an enquiry processing and user registration service. The ideal candidate shall perform the day-to-day 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 EUMETSAT's user community primarily by e-mail and occasionally by telephone to assist users with their enquiries:
  • Responding directly to the user for simple (off-the-shelf) 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  events/anomalies  effecting  the EUMETSAT  operational  services  and  to  report,  as  needed,  on  user  feedback  received relating to these events/anomalies.

The activities of the User Helpdesk Support will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations.

Successful Candidate

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

• 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 first-line 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.

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work. We are a company passionate about diversity and inclusion. 

About Serco

Serco provides the User Helpdesk and Data Centre Operations Service of the European Organisation for the Exploitation of Meteorological Satellites (EUMETSAT), which plays a key role in enhancing the use of EUMETSAT data, products and data services.

The main objective of the service is to ensure effective and user-driven service to support the provision of data, both real-time and offline, as well as to provide comprehensive technical information to support all forms of user enquiries relating both to current operational services and to future satellite programmes of EUMETSAT.

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. 

Data Protection:

For more information on how the personal data in your application is process, please see the link Data Protection policy here.