User Helpdesk Operator

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, ResilientIf 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
1. User Enquiry Tasks:

- Registering and tracking user enquiries using a database system;
- 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.

**_ 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