Help and Information Desk Operator Prague, Praha

Help and Information Desk Operator

Job Introduction
Serco Czech Republic recently opened an office in Prague, where the company already provides Operations and Evolution of Data Access and User Support Services to the European Space Agency as part of a Serco-led consortium. Furthermore, it provides support services to the newly set up European Union Agency for the Space Programme (EUSPA).
We are hiring a **Help and Information Desk Operator **for our office in Prague.
Main Responsibilities
Are you looking to secure a career in a public sector environment? We would love to hear from you!
As **Help and Information Desk Operator** you will be responsible for:
- Call registration
- Routing/assigning and tracing requests
- Handling telephone calls from customer
- Social media monitoring and interaction
- Interfacing users for enquiries within the service scope, supporting fulfillment requests and anomalies tracing, both related to the user registration, data access provision and dissemination, data catalogues and tools usage, liaising with internal and external technical interfaces.
- Communication to users through: contents editing for mailings, web news and social media accounts. The operator is autonomously able to prepare drafts for these kinds of media, choosing the right communication plan according to the reference audience. With regards to the social media editing, the operator is able to prepare or support the preparation of a social media plan, interact and moderate possible reactions on the social media account, in accordance with the service social media editor. Generation and publication of FAQ and video tutorial of public utility and internal knowledge base feeding, including procedures and working instructions’ preparation and circulation.
- User Satisfaction handling, including: monitoring of daily user surveys and user complaints. Investigation and follow-up with relevant support teams for management of unsatisfied responses and/or complaints up to final closure.
- Support to special events and attendance to international conferences, workshops and symposia. Support to the generation, delivery and analysis of specific questionnaires aimed at understanding new needs and requirements from the users’ communities.
- Support to data management activities via Linux basic commands
In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Czech Republic and around the world.
**Language**
- Fluent English (both written and spoken) - starting from B2 level onwards
- Ability to write and understand technical documentation predominantly written in English
- French and German optional
**Social Media**
- Social Media Editing experience in professional contexts (preferable), or
- Social Media with personal accounts
**Participation to international events**
- Availability to travel and represent the service at international events (up to 3-4 events per year)
**Office Automation - IT knowledge**
- Basic/Medium knowledge of Linux environment (preferable)
- Video editing skills (preferable)
**Core Competences**:
- User focus - customer care skills
- Good communications skills
- Team working
- Good planning and organization skills
- Ability to work under pressure following multiple activities.
- At least 2Yrs experience in User Services Support
**Preferable**:
English Certification
- B2)
- Social Media Editing experience in professional contexts
- Experience and/or knowledge of service/operations best practices (ITIL), management and processes.
About The Company
**Why should you join Serco ?**
At Serco not only is the nature of the work we do important, everyone has an important role to play.
- Meaningful and vital work_ - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.
- A world of opportunity_ - You’ll be wholeheartedly supported with development and career progression
- Great people_ - You’ll become an integral member of a well-defined and supportive team. who believe passionately in the value of our work.
**What we offer**
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.
**About Serco**
At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.
We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks
- SercoInspire (Gender),
- SercoEmbrace (Multicultural),
- SercoUnlimited (Disability),
Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

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