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User Service Help Desk Assistant
2013-01-18 17:39:07| Space-careers.com Jobs RSS
The main tasks of the Team are to ensure an effective and userdriven service to support the provision of data, both realtime and archived, as well as to provide comprehensive technical information to handle all forms of user enquiries relating both to current operational services and to future satellite programmes of EUMETSAT. The Team shall be divided into two subteams, each supporting the routine activities in the two main User Service areas i the Data Centre Service Team providing help to users ordering Archive data, supporting the Operations of the Archive and supporting the routine generation of Climate Data Records ii the User Service Helpdesk Team, providing a central User Helpdesk to interact with users on a large number of enquiries and providing administrative support in handling user accounts and user service registrations.. The activities shall require the fulltime participation of 8 positions, 5 within the Data Centre 4 Data Centre Operator positions and 1 Data Centre Product Analyst position and 3 User Service Helpdesk Assistant positions. Technical requirements The User Service Helpdesk is an essential interface to the external user community and a key element supporting the enhancement of EUMETSATs reputation in the eyes of its external users. The main aim of the User Service Helpdesk is to provide a onestopshop for EUMETSATs user community by providing an enquiry processing and user registration service. The User Service Helpdesk team is responsible for performing the daytoday activities of the main user Helpdesk at EUMETSAT. General Tasks The Team is made up of 3 Helpdesk Assistants who are expected to perform the following tasks Corresponding with EUMETSATs user community by email, telephone, mail and fax to assist with all aspects of EUMETSATs operational activities Registering and tracking user enquiries using a database system Responding to user enquiries in accordance with agreed service specifications Assigning internal actionees to respond to user enquiries and monitoring the progress of the assigned enquiry Cooperating and coordinating with external helpdesk services within partner organisations Registering of users requesting access to operational data services and coordinating the associated activities e.g. licensing, invoicing Supporting Legal Affairs Division in the user licensing process Archiving and filing of correspondence related to user registrations Regular reporting of statistics describing the detailed processing of user enquiries against agreed service level targets Monitoring and maintaining the user databases and registration systems Supporting updates of Web pages and production of other user related messages Providing technical and more general information about EUMETSAT and its operational services in various formats Supporting the introduction of new services in the form of user announcements and modifications to registration processes Supporting in the preparation and analysis of customer surveys Maintaining User Service Helpdesk working practice documentation In the course of its duties the User Helpdesk Team is expected to follow the status of the operational services by regular attendance at daily briefings or operational planning meetings as appropriate. In addition to the customer interface, the activities of the User Service Helpdesk will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations. All tasks are to be performed in accordance with approved working practices and service level definitions. In the course of their duties, the User Service Helpdesk Team will report to the User Support Officer. Academic Requirements University Degree in a scientific or technical discipline Position Level Candidates should have Experience in the operation of computer systems, preferably in an operational or realtime environment. Experience in working as a firstline interface with customers. Experience in using SAP, whilst not mandatory, would be advantageous. Helpdesk Assistants will have to respond to user enquiries and they must possess the appropriate interpersonal skills necessary to ensure such responses are polite and informative. . Experience with using PCs is essential, including familiarity with the use of MS Word, MS Excel spreadsheets and MS Outlook. Fluency in both spoken and written English is mandatory A working knowledge of other languages would be a distinct advantage. Vitrociset Belgium is looking for a candidate with the profile described below to deploy in EUMETSAT. Please submit applications not later than 01022013 by EMAIL to Mr. Massimiliano Mazza, Head of Engineering services Satellite Operations M.Mazzavitrocisetbelgium.comcc. jobsvitrocisetbelgium.com
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Category:Transportation and Logistics
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