Beschreibung
Desktop Services Support - Munich
Background
Additional support required for Desktop Services
The Information Management (IM) department of the European Patent Office (EPO) has 800 staff
working on IT and information processing, with a professional and proactive focus on supporting the
EPO's different business processes. Its services relate to an extremely large collection of patent
documentation (60 million documents) with a range of powerful search engines and document-retrieval
systems. The EPO's technical environment is characterised by an extensive network (LAN, WAN and
Internet), 270 TB of data storage capacity, a three tier-based application architecture and user
workstations.
The Operational User Support directorate acts as the interface between IM and the EPO's user
community. The services provided include the Service Desk, Desktop Services, Incident, Problem and
Change Management and Local Site Services for Vienna and Berlin. Desktop Services is within the
Directorate Operational User Support.
Timing
From April 2013 until December 31st 2013
Deliverables:
Initiate orders from catalogue/purchase orders
Familiar with excel working independently to create lists of users via reporting
Assistance in the preparation of monthly SLA compliancy reports
-SLA Reporting on IMACD
-SLA Reporting on Break/Fix
Check Dell's invoicing for special task changes
Check Dell's invoicing for one off buys
Distribution of tokens
Liaison with Application Management, Internal Services and other IM departments to support
the service provision process
Administering PC registration and user accounts
Quality control of the asset management data
Monitoring, processing and clarification of User requests for on-demand services
Execution of special tasks entrusted by the line-manager
Deputising for absent colleagues in the User Services group
Documentation, administer parts of MDS babylon database
Inventory
Preparation for PTHW trainings:
- Mass creation of PTHW changes (EPO wide)
- Preparation of PTHW mobile phones (MN only)
Support Technicians in case of special changes/incidents
Support DS with mass changes creation in case of many virus notifications
Requirements/Special tasks:
support events eg open day for Patlib 2013 in April
support weekend moves with mass change creation and actually scanned hardware
support technicians with iET (problems and reports.)
ordering special equipment and consumables
Floor-walking before and after office wide roll-outs.
Languages: English (German nice to have)
Michael Bailey International is acting as an Employment Business in relation to this vacancy.