Job Introduction Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA.Serco has significantly expanded its space services in the Czech Republic, contributing to major European space projects. Serco is part of the DUA consortium, which aims at offering a unique digital identification system to track the usage of assets and services relevant to the EC's initiative "Destin E", navigating across large bodies of text, tracing not only Destin E acknowledgement detection but Destin E relevance to science and policy making decisions. In this context, Serco oversees the operation of the UAD Service, to collect and visualize summary statistics of Destine usage based on multiple criteria. It is also the access point for monitoring the performance of the DUA services and their availability, showing the KPIs, KPI-levels and cost modulation of the services according to the agreed SLA. The UAD service includes the operations, maintenance, and evolution of a Service Desk. Every actor interacting with the Destin E services will belong to one or more groups with associated access privileges to certain info. This will allow any user to view only the dashboards with the granted privilege.We are currently searching for an experienced and dynamic Help Desk & Service Desk Operator to join our international team in Prague, Czech Republic.

Main Responsibilities

As a Help Desk & Service Desk Operator you will concentrate your activities on the following:

• Provide the users with Help Desk assistance.
• Prepare Incident Reports and Operations Reports.
• Notify users on and manage DUA operations anomalies.
• Report (via the monitoring dashboard) on any service unavailability and subsequent resumption.
• Provide users with open-access information on how to use the DUA Dashboard Services.
• Ensure the availability of DUA Dashboard landing page for public information without access control, containing up-to-date basics Destin E diagnostics and performance metrics.
• Participate to yearly User Open Reviews organised by ESA.
• Regularly collect user feedback and seek for a continuous service improvement.
• Document and publish on a website an annual report analysing the attractiveness of DUA Dashboard Services for users and external stakeholders.

Successful Candidate

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

• University degree (Engineering, Scientific degree, Computer Science, or equivalent)
• Minimum 1 year of operations monitoring experience.
• Knowledge of Splunk Enterprise is an asset.
• Help desk experience with 1st / 2nd level support
• Knowledge of ticketing system and issue tracking tools.
• Excellent interpersonal skills are needed, together with a high degree organizational and communication abilities, and comfortable with working in a diverse and multinational team environment.
• Proficient in the English language, both written and spoken.
• Knowledge of another EU member state language is an asset.
• Candidates must be eligible to work in the EU.

About the Company

On offer

• Flexible working policy (hybrid working)
• Comprehensive and competitive benefits plan
• A range of wellness activities and employee assistance programs
• Casual dress code

Relocation:The Czech Republic’s central location in Europe makes it a convenient base for traveling to other European countries, enhancing both professional and personal travel opportunities. Cities like Prague and Brno offer a high standard of living with excellent public services, including efficient public transportation, healthcare, and education systems. The cost of living in the Czech Republic is relatively low compared to many Western European countries, allowing for a comfortable lifestyle without breaking the bank. The Czech Republic has a high-quality healthcare system, which is accessible and affordable. The country is steeped in history and culture, boasting numerous UNESCO World Heritage Sites, beautiful castles, and charming medieval towns. Serco provides relocation support for all EU passport holders planning to move to Prague and join Serco. DE&I
Diversity, Equity & Inclusion at Serco is based on a culture where every voice is heard and every employee feels valued. Working together as one team, we can enhance the experience of our people and teams, improve the value of our solutions to better serve the missions of our customers, and make an impact in our world.
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