VODAFONE IS HIRING – Service Desk Executive – German Speakers

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

1-3 years of experience preferably in ITIL, Service Desk or related discipline.
Negotiating Service Level Requirement and Service Level Agreements with Customers.
Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
Ensuring that all templates for the Service Level Management process are up to date.
Measuring and Service Level Reporting for IT Services.
Building strong relationships with Internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and of course IT Service Management.
Identification of stakeholders, customers, key users.
Fluent English and German language

People Interface:

With Users
With Business Stakeholders, Vendors, Service Providers
With Other teams in Service Desk
Strong communication skill
Excellent customer relations
Excellent people management skills
Able to work effectively under pressure;
Analytical, consistent, persistent;
Problem solving approach.
Strong communicator with ability to build consensus while driving process forward.

Others:

Answering support calls (in English)
Logging tickets (in Remedy)
Assigning priority, owner, timescales, next actions.
Planning Service Reviews and facilitating meetings.
Creating Service Level Reports for IT Services.
Identification of stakeholders, customers, key users.
Essential: Graduate or Post–Graduate with relevant training certifications

Call answering - in the Language Requested
“Catch and dispatch” of the issues being reported by end users
Opening tickets in the relevant service support system (Remedy)
Assigning and notifying an incident owner, including follow up and alarm management (in Remedy)
Liaising with complementary partners both external (e.g. SAP, IBM etc.) and internal (e.g. Super Users, GSD etc.) within the support ecosystem
Reporting to management
Support SMS alert to high level management (e.g. Marcus Cotes) for Severity 1 issues
Creation and maintenance of FAQ database (and related support & KM collateral)
Contact list creation and maintenance.



In general, the Service Desk Analyst will need to be a patient character, with ample tolerance within a potentially stress-filled situation and who deals politely and calmly with end-users. He or she will need to be thorough, analytical and organized, able to conduct a detailed analysis of each problem being reported, as well as proactive enough to take on and successfully drive resolution. Total customer focus is essential, delivered in a helpful and knowledgeable manner, as well as an optimistic and flexible outlook to the future.


Our client is a market leader in the business segment, also the first operator in Romania included in the portfolio since 2003, integrated communications services for business customers: mobile voice and data solutions, fixed voice services that service dedicated fixed data, all with a single private network communications.