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Serco provide support for the complete IT infrastructure, including spacecraft operations IT support through a separate contract, to the European Space Agency (ESA). The Service Level Agreement driven contract was awarded to Serco in 1998, whilst Serco managed the original task based contract for ESA from 1980 to 1998.
Serco provide support for the complete IT infrastructure, including spacecraft operations IT support through a separate contract, to the European Space Agency (ESA). The Service Level Agreement driven contract was awarded to Serco in 1998, whilst Serco managed the original task based contract for ESA from 1980 to 1998.

Serco Europe

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IT Support Services



Service Desk Support

Profile

  • Service minded
  • Telephone skills
  • Stress handling 

Nature of the Tasks

  • Receiving calls, first-line customer liaison
  • Second-line support (support provided “off-line”), on-site support
  • Recording and tracking incidents and complaints; analysis of incidents
  • Keeping customers informed on request status and progress
  • Making an initial assessment of requests, attempting to resolve them or referring them to someone who can, based on agreed service levels
  • Managing the request life-cycle, including closure and verification
  • Identification and analysis of problems

Skill Levels

  • Required

    • Less than 1 year relevant experience
    • Basic IT training by recognised training organisation
    • Has completed secondary level education

  • Added value

    • At least 1 to 3 years relevant experience
    • IT training by recognised training organisation
    • Has participated in industry recognised specific training courses (e.g. MCP / MOUS)
    • Has achieved industry recognised certificate in relevant domain (e.g. MCP / MOUS)







Local System Administrator

Profile

  • Service minded
  • Telephone skills
  • Stress handling 

Nature of the Tasks

  • Installation and configuration of server software and system components (if not done directly by the supplier of the server). Integration of servers in the local environment (network, Windows domain, DNS, etc.)
  • Monitoring of servers, incident resolution, and preliminary diagnosis of software and hardware problems, co-ordination with central IT department and with 3rd party maintenance contractors
  • Advice to the IT team in areas such as capacity management, contingency planning, IT service continuity management, automation of repetitive tasks, security
  • Maintenance of the server procedures manual and the parts of the disaster recovery plans related to local systems and applications 

Skill Levels

  • Required

    • At least 1 year relevant experience
    • Higher level IT training by recognised training organisation
    • Has completed secondary level education
    • Has participated in industry recognised specific training courses (e.g. MCP / MOUS)

  • Added value

    • At least 3 years relevant experience
    • College or University education
    • Has achieved industry recognised certification in the relevant domain (e.g. MCSA / MCSE) 

Last Updated: 03 November 2008