User Support Engineer

Salary: £42,000 – £42,001 per year

User Support Engineer
Telespazio UK Luton, England, United Kingdom (Hybrid)
 
Summary
Telespazio UK are seeking a User Support Engineer to join the Geo Information (GI) group, providing user support activities as part of an environmental data service reaching a wide audience.
Objective
Working as part of a User Support team you will respond to user queries received via the service helpdesk, ensuring information is shared to resolve queries effectively and efficiently in order to provide a positive user experience.
Responsibilities / Duties
The specific tasks will include, but are not limited to:

• Monitoring the service helpdesk for incoming queries, routing them to second line support where needed
• Responding to the users with appropriate information in a timely manner, in line with the agreed helpdesk process and relevant performance indicators
• Maintaining process documentation to reflect up-to-date practices
• Providing inputs to routine reporting on the helpdesk activities
• Working within the wider User Support Team to feed information on user queries into updates of user-focused documentation such as FAQs and help guides
• Working with the wider team service improvements from user queries relating to changes or updates for the whole service

Qualifications / Experience

• Background in environmental data, remote sensing or software engineering would be beneficial
• Experience of service helpdesks / user communications advantageous

Essential Skills

• Ability to interact with different groups of users and stakeholders
• Good level of English
• Excellent organisational and time management skills
• Strong IT skills including document production

Desirable Skills

• Interest in, and enthusiasm for, climate, environment or Earth observation science and data
• Experience with helpdesk/ticketing software and processes

Qualities

• Desire to be a team player capable of working with staff at all levels, alongside the ability to work independently
• Ability to prioritise own workload and work to deadlines
• Self-starter and effective time management, with particular skills in multitasking
• Flexible and willing to work on a range of activities to meet evolving business needs