ICT Service Desk Engineer
ICT Service Desk Engineer
EUMETSAT - European Organisation for the Exploitation of Meteorological Satellites
Darmstadt, Germany
EUMETSAT is Europe’s meteorological satellite agency - monitoring the weather and climate from space - 24 hours a day, 365 days a year.
Working for EUMETSAT, you can make a world of difference and be a part of something that makes a positive impact on society. You will be at the cutting edge of satellite technology, with a meaningful role in an organisation focused on space-based observations of the Earth’s weather and climate.
In the EUMETSAT matrix organisation, the Information and Communication Technology (ICT) Division is responsible for providing applications and support services regarding Information and Communication Technology to the organisation. The ICT Division is a dynamic team of more than 50 technicians and engineers, which operates, manages, troubleshoots and implements changes to corporate ICT systems, including desktop and mobile IT equipment, SAP, Documentation Management Tool, EUMETSAT web sites and the intranet.
What you’ll be doing
- Coordinate tasks of the Service Desk agents and act as a first contact point for escalation;
- Provide IT Support to Senior Management;
- Act as an interface between 1st level support and the 2nd level engineers responsible for the backend systems, including experience and knowledge transfer between teams;
- Manage the IT Knowledgebase, support the preparation of end user training for desktop applications, as well as providing coaching and training to users;
- Review and optimize service desk activities via automation where possible;
- Troubleshoot issues on standard desktop applications (Windows 10, MS Office including Outlook, Project and Visio, video conferencing software, Browsers, …).
What we offer
- Excellent salary, of up to Euro 6000 NET (after tax) based on skills and experience;
- Flexible working time including additional flexi-leave;
- Full medical coverage for employee and family;
- Attractive pension;
- 30 days of annual leave + 14.5 days public holidays;
- Training and development support;
- Relocation allowance and support (if applicable).
Requirements
Qualifications:
- Completed secondary education and possess appropriate professional qualifications.
Skills and Experience Requirements:
The ICT Service Desk Engineer is required to have as a minimum:
- Proven customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
- Extensive knowledge of and experience in the maintenance and troubleshooting of MS Windows 10, MS Office, Visio, Outlook, and Project, Video Conferencing Software (Webex, Teams, Zoom etc), Internet Browsers;
- Extensive experience in providing end user support, especially to senior management;
- Experience with user administration processes in LDAP and Active Directory;
- Extensive experience in use and maintenance (reporting, data analysis, scripting) of Atlassian Service Desk Tool;
- Experience in coordinating the work of Service Desk agents.
In addition, the following knowledge shall be considered an advantage:
- Experience in a structured, ISO 9001 certified and/or ITIL based information technology service environment;
- Experience in working in an international organization;
- Advanced user of Atlassian JIRA and Confluence.
More about us
EUMETSAT’s role is to establish and operate meteorological satellites to monitor the weather and climate from space - 24 hours a day, 365 days a year. This information is supplied to the National Meteorological Services of the organisation's Member and Cooperating States in Europe, as well as other users worldwide.
EUMETSAT also operates several Copernicus missions on behalf of the European Union and provide data services to the Copernicus marine and atmospheric services and their users.
As an intergovernmental European Organisation, EUMETSAT can recruit nationals only from the 30 Member States (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom).
