Service Desk Operator

vor 2 Wochen

München, Deutschland Serco Vollzeit

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Patent Office and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

**We are hiring a Service Desk Operator for European Patent Office in Germany.**

**Note: The position is offered as a fixed term contract initially, with start date ASAP. Then, there is the possibility for full-time permanent contract.**

**Key Responsibilities**:

- Logging and monitoring incoming customer enquiries office-wide in the Customer Service Management software tool (CSM/ServiceNow®).
- Creating customer contacts in the CSM tool.
- Maintaining the CSM customer database: Regularly eliminating duplicate entries and fix of data quality issues.
- Customer support services for all EPO sites, such as ensuring assignment of an enquiry to the respective expert at the EPO.
- First level resolution of IT-related customer enquiries, such as: o EPO account issues o Two-Factor Authentication issues (2FA, see Glossary) o Online filing products and services such as MyEPO Portfolio, CFP, OLF, OLF 2.0 etc. (see Glossary).
- Administration of customer enquiries to be handled by Examiners (see Glossary): o CSM case registration o Forwarding the case to the entrusted examiner and their team manager o Case monitoring (reminders, suspension) o Case closure after resolution by the examiner.
- Administration of cases for other units not having a license for the CSM tool: o Case registration o Forwarding to responsible unit o Case monitoring (reminders) o Case closure.
- Customer Feedback: Immediate customer assessment after the call, reporting.
- Reporting, analysis and follow up of customer feedback for continuous improvement.
- Customer sentiment survey after case closure.
- Providing monthly reports and statistics on 1LCEU activities and SLA (Service Level Agreement, see Glossary) KPIs (Key Performance Indicators, see Glossary).
- Incident management: Collaboration with relevant EPO units (technical units, management teams) to sort out issue.
- Close collaboration with EPO’s CSM Technical support team for maintaining workflows and work procedures in the CSM Knowledge database.
- User acceptance testing of new tools and processes related to the services.
- Promote new customer related EPO tools, whenever someone calls about a legacy system.

**_
Do you think you are the person we are looking for? See below what experience or knowledge you should bring:_**
- Advanced proficiency (both spoken and written) in English and German, ideally also in French.
- Experience using Customer Service Management (CSM) ticketing systems and CRM customer data tools.
- Ideally previous experience in a customer service, administrative or supportive role, ideally in a multilingual environment.
- Ability to follow internal procedures with a structured and organised approach to deliver consistent service quality.
- Team player that can also work independently and manage their time effectively.
- Strong communication skills, problem-solving mindset, and a customer-first attitude.
- Flexibility to work in a rotating shift schedule.

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