Service Desk Specialist with German
Vodafone Limited
Romania,Bucharest
9 zile în urmă

Be a member of a fast growing international organization! Vodafone Shared Services Europe is part of the Vodafone Group and operates in two EU countries as a commercial HUB for Vodafone activities all around the world with almost 3000 colleagues.

The Bucharest based center started its operation in 2014. Now it serves as a center for excellence in Technology, Customer Service, Fraud, Security Services and Finance hub.

Our Technology department is focused on Enterprise Product and Services, Infrastructure Management, Applications Operations and Customer Service Desk.

Using state of the art technologies, we are offering hi-tech solutions to Vodafone clients in 6 European markets.

The Budapest based center started its operation in 2007. Now it serves as a Financial, Enterprise, Business Intelligence, HR and Sourcing HUB, continuously focusing on supporting and improving processes in 29 countries and offering solutions to 150+ Vodafone Enterprise Customers.

Join us in Romania and in Hungary and be the part of our global team, supporting Vodafone clients around the world.

Your day to day :

Ensure timely and effective resolution of end-user IT related issues

With these activities you will have a great impact on our business :

  • Takes internal customer calls,
  • Solves problems and incidents by phone, email and / or ticketing system according to the agreed procedures in order to ensure the direct solution to the client and to coordinate the solutions for problems with other groups (dispatching);
  • Access requests resolution creation / modifying / deleting accounts and rights by applying access rules, depending on the positions occupied by the applicants;
  • Manages all escalations / complaints received on team’s shared mailbox;
  • Collects user and account information (department, organizational chart, accesses, profiles, roles, etc.) for internal reporting for the German Demand team / external for partner companies and agencies.
  • Assesses the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
  • Gathers all the necessary data for internal reporting;
  • Ensures service level agreements’ fulfilment;
  • Improves first time fix and first level resolution rates by sharing the information with Level 1 agents;
  • Continuously provides ideas for improvement and organizes training when the knowledge and skills of the role are required;
  • Requests and contributes to the update / creation and, if applicable, approves work instructions;
  • Schedule availability to work in extended shifts, the schedule can be changed based on business needs;
  • Answers in a timely manner to manager’s role-related requests;
  • With these skills you are a great candidate :

  • Language Requirements German (C1 or above) & English (B2 or above)
  • Team working skills

  • Understanding the offered solutions and correctly managing IT troubleshooting and troubleshooting systems;
  • Capability of constantly following the technical documentation update and including the production, testing and deployment phase.

    Communication Skills / Socially skilled

    Attention, vigilance, Conscientiousness and high accuracy in work

  • Ability to identify customer problems;
  • Customer and Service oriented person;
  • Flexible attitude and can do attitude in front of difficult / unpredictable situations;
  • Ability to prioritize tasks, analyze, report, and solve problems;
  • Taking decision in a timely manner

    Has at least 2 years of hands-on experience in an IT Helpdesk team.

    Has resolved incidents while supporting an enterprise environment

    Sounds like the perfect job? We’ve got even more to offer :

  • Work from Home You can get to work remotely from anywhere you choose!
  • Medical and dental services

    Life insurance

    Dedicated employee phone subscription

    Special discounts for gyms and retailers

    Ongoing Education

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