Service Desk Operator

Background

The European Patent Office (EPO) Facility Management Service Hub is the first point of contact for all facilities-related enquiries from users of the EPO buildings in Munich and The Hague. The Service Desk Operator also liaises with relevant EPO departments, monitors service processes, and ensures appropriate follow-up and aftercare for customer requests.

The Service Line team currently comprises seven colleagues. The Service Desk Operator reports directly to the EPO Service Line Supervisor.

The team is seeking to fill a vacant part-time position (50%) at the earliest opportunity.

Key Accountabilities:

• Receive and register service requests, complaints, enquiries, feedback, and fault reports submitted by telephone or email.
• Accurately document all requests in the FM ticketing system.
• Assign and follow up tickets with the appropriate service provider, monitor response and resolution times, and proactively update users on progress.
• Verify completed tickets with users to confirm that issues have been resolved satisfactorily.
• Operate the telephone exchange and handle incoming calls professionally.
• Coordinate meeting-room bookings using the designated digital booking tool.
• Create, maintain, and update content in the FM knowledge base.
• Support quality-control processes within EPO Facility Management.

Essential Qualifications:

• Fluency in English and German at C1 level; proficiency in French at B2 level is desirable.
• Strong customer-service and interpersonal skills, ideally gained in a service desk role within an international organisation.

Essential Technical and Professional Skills and Knowledge:

• Strong analytical and problem-solving capabilities.
• Proven ability to build and maintain positive working relationships.
• A high level of integrity, self-discipline, and professional work ethic.
• A flexible and proactive approach, with the ability to work independently and use sound judgement.
• A strong delivery focus, with the ability to manage multiple priorities and deadlines concurrently.

Essential Experience:

• Relevant experience in a comparable role.
• Strong digital literacy and proficiency in standard office applications.
• Demonstrated ability to work effectively in a changing environment.
• A structured and methodical approach to work, with the ability to meet deadlines consistently.