User Support Analyst (m/f)



EUMETSAT Service/Help Desk 

Required Start Date

May 2014



Submission Deadline

 3rd April 2014


EUMETSAT - Darmstadt

Technical Requirements

The Service Desk Team is in charge of providing first and second level of IT support. It also maintains the desktops and mobile IT equipment (laptops, mobile devices, etc.) of the organisation. The support environment can be described as one where IT users are well-regarded experts in their own field, and where user problems can affect the EUMETSAT core business.

The User Support Analyst will operate the Service Desk as part of the SD Team in compliance with the Service Level Agreements and provide first and second level user and technical support and services. He/she will report to the Service Desk Manager and work according to the team's agreed service levels, defined working practices and procedures.

The tasks of the position include in particular:

• Install/configure/administrate desktop and notebook systems (hardware and operating system - MS Windows);

• Install/configure/administrate hardware peripherals (printers, scanners, etc.);

• Install/configure/administrate standard corporate office applications;

• Maintain, administer and support remote access devices (e.g. iPhones, VPN tokens);

• Administer user accounts, manage user permissions;

• Provide first and second level user and technical support, particularly in the area of standard desktop applications (Windows 7, MS Office 2007, Visio, etc.);

• Participate in cross-team IT Projects;

• Support the procurement of software/hardware; 

• Operate the Service Desk/Helpdesk and provide first/second level user support for corporate ICT service users;

• Document actions and interactions related to Service Desk calls or user requests.

Academic Requirements

Specific Requirements


• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office 2007, Visio, MS Project and Internet Explorer

• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN and iPhone)

• Extensive experience in end user support in general.

• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload

• Experience in performing user administration in MS Active Directory and Exchange

• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment

Experience and/or knowledge of the Key person on the following items is considered as an advantage:

• Experience in hardware installation, maintenance and troubleshooting (desktop PC, notebooks, network printers, scanners);

• Experience in a structured, ISO 9000 certified and/or ITIL based information technology service organisation

• Experience in using Microsoft Management Console;

• Professional certification as MCP Windows 7 or any other professional certifications (e.g. MCP - MS Office, etc).

• Experience in using software distribution systems (e.g. Novell ZENworks, MS SMS)

Perfect command of English and German, verbal and written. Knowledge of French would be an asset.


Background information


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