Roberta Luciani Email & Phone Number

Serco Premises

Team Leading of the Data Dissemination User Support Desk: tasks organization, service coverage, training and coordination. Monitoring of requests status and priority, routing/assigning requests within the team. Reference person for ticket handling and solution. Generation of operational working procedures/instructions. Job performance reviews handling in.

As part of the Order Desk team process, related to the managing of the lifecycle of every single project in the frame of the Earth Observation department at the European Space Agency, I am in charge of the managing of the invoice production and internal accounting, core task of the Order desk management role. Ordinary production of draft invoices for both.

Provision of a number of Information Technology systems, with the purpose of facilitate all users in the Agency in carrying out their professional duties. The system provided and administered is Domino, the service is concerned with the handling of related queries and problems issued by the users. The Office Automation service elements include: Server.

Day to day delivery of services in the contract with ESA to end users; Management of the Service Desk team; interfacing with second and third line support teams in the service delivery of the contract; interfacing with the Service Desk Manager in the service provision. Manning the Telephone (in pre-determined languages). Management of incoming email, faxes.

Position for a Service orientated technically competent individual with language skills. Focus on the service delivery to the end user via assistance to the Cal Agent in the 1st line and the interfacing with the 2nd and 3rd line teams. Management of a team supporting the delivery of services in the contract with ESA to end-users. Manning the telephone of.

Advising PC Users, Aiding in the administration of the Help Desk System, Aiding in the update of Help Desk Procedures, Maintaining Client Documentation Maintaining log of current call status, Interfacing with Support Groups, Interfacing with third parties, Interfacing with and maintaining problem database and call status. Ensuring validity of problem.