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Tag: helpdesk
User Helpdesk Operator
2019-11-27 13:11:36| Space-careers.com Jobs RSS
Serco Services GmbH, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. We currently have an exciting opportunity for a User Helpdesk Operator based at EUMETSAT, Darmstadt, Germany. Job Description Highly competitive salary Corporate Benefits Package Relocation Assistance if applicable Further information available from the Serco Europe Recruitment Team The position is offered as parttime with 20 hrs per week. Main Responsibilities The User Helpdesk Support 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 Helpdesk Support is to provide a onestopshop for EUMETSATs user community by providing an enquiry processing and user registration service. The ideal candidate shall perform the daytoday 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 EUMETSATs user community primarily by email and occasionally by telephone to assist users with their enquiries Responding directly to the user for simple offtheshelf 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 eventsanomalies effecting the EUMETSAT operational services and to report, as needed, on user feedback received relating to these eventsanomalies. The activities of the User Helpdesk Support will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations. The Ideal Candidate Knowledge and experience with the following is considered essential for the key person 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 firstline 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. 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 When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time. About The Company Serco is one of the worlds largest providers of public services, employing over 50,000 people in over 20 countries. We work closely with the European Government Institutions Space Agencies providing crucial Services with over 300 staff members. The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to peoples lives and to your community and country. As a business which delivers frontline public services, employing tens of thousands of people, we are constantly developing and promoting people our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here. Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action. If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment. We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation. Take pride in what you do.
Tags: user
operator
helpdesk
user operator
Rental Services Office Launches Traveling Helpdesk
2019-06-20 22:38:14| PortlandOnline
Do you have questions about how Portlands new landlord/tenant laws apply to you?
Tags: services
office
rental
traveling
HelpDesk Support and Order Desk Coordinator
2019-01-08 12:32:14| Space-careers.com Jobs RSS
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK. Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here. Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action. If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you. Package description Full details on application. Main responsibilities Contract CDSPRISMSCI The objective of the Services Coordinated Interface SCI domain is to provide to the Copernicus users, on one hand, EO data from Sentinel missions and Copernicus Contributing Missions and, on the other hand, the necessary support functions associated to the data provision, e.g. help desk and order desk standard and emergency. The service will ensure the coordinated procurement of data and their availability to Copernicus users. Main task of the service can be summarized as follows REACT Rapid Emergency Activation for Satellite Tasking, to fulfil the rush EO data requests. User Support Desk. Order Desk, handling the standard EO data requests. Core Datasets Production Coordination, translating predefined datasets specifications into data orders. CSCDA web site content management. Key Responsibilities Manage the team presence, holidays, training, annual performance review, etc. Supervise Shift Operators team including shift schedule preparation. Maintenance of the Service Level Agreement for the SCI Operations Service. Ensuring availability of the service as per Service Level Agreement and assignment of tasks to the team, with priority on the REACT service tasks. Defining workaround when functional tools are unavailable. Maintenance of the operational procedures. Ensuring tools configuration. Where needed, generation of documentationinstructions for the use of SCI tools addressed to Copernicus Users. Interfacing the ESA for collection of the inputs to the service. Generation and maintenance of a Training Plan for the advancement of staff skills in order to adapt them to new EO missions and new activities. Training of new staff. Prioritisation of incident resolution within the SCI domain and escalation of critical issues to ESA Service Manager. Generation of the monthly statistics and reporting. Participation to the ESACopernicus Service Providers technical meetings twice a year i.e. CMEMS, CLMS, CEMS, 2 Security Services, CAMS. Interfacing ESA and Maintenance team for Continual Service Improvement. Coordinate within SCI service the transfer to operation of new contributing missions, new tools, new procedures, etc. Ideal candidate The successful candidate should have the following skills and experience customer orientation leadership and project management capability very good command of English language indispensable both written and spoken and ability to write and to understand technical documentation predominantly written in English Earth Observation knowledge implying a good knowledge of ESA main product specifications, mission constraints and ESA data policies remote sensing knowledge preferable proactivity and ability to show autonomous aptitude in quick times, especially when operating in the REACT Emergency service context Knowledge of ITIL Framework knowledge of standard office automation tools. Deliverables Service provision according to SLA Escalation management Training Plan Transfer To Operation Plans Yearly Performance Review report for the assigned team Contribution for Continual Service Improvement Monthly Reports Operational Procedures and internal Working Instructions User Satisfaction and relevant Investigation output Escalation to the Contract Manager with respect to the unresolved issues and complaints. Tools MS Office suite, Web browsers and relevant webbased applications, FTP tools. If candidates with equally relevant experience are identified, preference will be given to candidates within Categorie Protette Law 6899 or registered in lista di mobilit only applicable in case of Italian candidates. 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 When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time. About the company Serco Italia Spa, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide.
Tags: order
support
desk
coordinator
User Helpdesk Operator
2018-11-26 12:31:02| Space-careers.com Jobs RSS
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK. Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. For our activities in EUMETSAT, we are currently looking for a User Helpdesk Operator. The position is offered as a fixedterm contract for 1 year with a possibility of extension as a cover for maternity leave. Package description Full details on application. Relocation assistance provided if applicable. Main responsibilities The User Helpdesk Support 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 Helpdesk Support is to provide a onestopshop for EUMETSATs user community by providing an enquiry processing and user registration service. The ideal candidate shall perform the daytoday 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 EUMETSATs user community primarily by email and occasionally by telephone to assist users with their enquiries Responding directly to the user for simple offtheshelf 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 eventsanomalies effecting the EUMETSAT operational services and to report, as needed, on user feedback received relating to these eventsanomalies. The activities of the User Helpdesk Support will involve a significant amount of liaison with other personnel at EUMETSAT as well as partner organisations. Ideal candidate Knowledge and experience with the following is considered essential for the key person 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 firstline 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. 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. For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered. Data Protection When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time. About the company Serco Services GmbH, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. or Serco Nederland BV, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here. Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action. If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you.
Tags: user
operator
helpdesk
user operator
WTO signs MoU to develop global trade helpdesk
2018-11-26 11:47:00| Daily apparel & textile news and comment - from just-style.com
The World Trade Organisation (WTO), the United Nations Conference on Trade and Development (UNCTAD) and the International Trade Centre (ITC) have signed an MoU to advance the development of an online Global Trade Helpdesk.
Tags: global
trade
develop
signs