Service Desk Operator

Job Introduction
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.**

Main Responsibilities
**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_**:

- Secondary School or higher level of education.
- At least 2 years of experience.
- Communication skills.
- Problem solving skills.
- Organisational skills.
- Ability to manage stress.
- Technical competencies (EPO or similar systems).
- ** English and German language mandatory - French is a great asset.**

About The Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe

**Why should you join Serco ?**
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.

**We are diverse and inclusive organisation**

At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.

In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
- If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team_

**Important**

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
- Please contact the recruitment team if needed_

**Data Protection**:
For more information on how the personal data is processed, please see the link Data Protection policy here.

Package Description
- Competitive Salary
- Corporate Benefits Package
- Chance to make a positive difference in a company passionate about diversity and inclusion.

**_ Further information available from the Serco Europe Recruitment Team_