IT Service Desk

Job Introduction

Serco has made significant contributions at EUMETSAT in Darmstadt, supporting a diverse range of meteorological satellite missions and projects. Serco provides essential engineering, technical, and management services, playing a crucial role in the operation and maintenance of satellite ground segments. Its expertise in satellite control, data processing, and system integration has earned the company accolades, including “Excellence in Service” awards from EUMETSAT. Serco’s dedicated efforts ensure the reliable dissemination of vital weather and climate data, underscoring its commitment to innovation and excellence in the field of meteorological satellite operations.

We are seeking a talented and driven individual to join the IT Service Desk team at EUMETSAT. The role primarily involves providing first- and second-level support to end- users for software and hardware, with a focus on resolving technical issues.

Key Responsibilities

The primary focus of this role is to provide first- and second-level support for software and hardware issues. As part of the ICT Service Desk team, you will work closely with colleagues to deliver the full range of ICT support services. Candidates should be able to demonstrate experience in the following areas:

• Diagnose and troubleshoot ICT software issues, including Microsoft Windows 10/11, Microsoft 365, Microsoft Edge, and Adobe Acrobat.
• Install, configure, and maintain mobile computing solutions, including VPN access, laptops, remote access, and iPhones.
• Provide end-user support for Microsoft Outlook, including configuration, administration, and troubleshooting within a Microsoft Exchange environment.
• Perform user and device administration in Microsoft Active Directory, Microsoft Exchange, Microsoft Entra ID (formerly Azure AD), and Microsoft Intune.
• Identify, repair, and replace faulty hardware components on desktop PCs and laptops.
• Support ICT technologies used at EUMETSAT, including Dell laptops, desktop PCs, Konica Minolta multifunction printers, iPhones, and Microsoft Office applications.
• Maintain and support meeting room infrastructure and provide assistance with Microsoft Teams meetings.

Skills

• A minimum of 5 years of experience in a similar role.
• Professional certifications such as Microsoft 365 Certified, CompTIA A+, ITIL Foundation, or SDI Service Desk Analyst (SDA). Equivalent vendor or industry-recognised certifications will also be considered.
• Experience with hardware installation, maintenance, and troubleshooting of desktop PCs, laptops, docking stations, multifunction printers, and peripherals.
• Experience working in an ISO 9001-certified and/or ITIL-based service management environment.
• Familiarity with scripting or automation tools (e.g. PowerShell) for routine administrative tasks.
• Experience supporting Document Management Systems (e.g. M-Files).

Advantageous

The following experience is desirable but not mandatory:

• Experience with inventory and stock management, including the use of SAP for inventory management.
• Familiarity with structured IT service management environments based on ISO 9001 and/or ITIL frameworks.
• Professional certifications such as Microsoft Certified Professional (MCP) Windows 10 or other relevant Microsoft certifications.
• Hands-on experience with software deployment and device management solutions (e.g. Microsoft Intune).

Package Description

• 30% discount on the Deutschland ticket for easy travel.
• Subsidised Wellpass – access to 12,500+ fitness and wellness options across Germany.
• Pension and health schemes.
• Corporate Benefits discounts
• 30 days of holiday for balance and exploration.
• Relocation allowance.