SSC - Service Desk Shift Lead - Proficient Spanish skills (C1)

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

Requirements:

Spanish (C1 or above);
English (B2 or above);
Technical University or similar;
A + certification;
MCP;
CCNA;
Team working skills;
Sense of urgency;
Excellent communication and coordination skills;
Understanding of solutions and correct management of problem solution;
Socially skilled;
Flexibility;
Has at least 2 years of hands-on experience in an IT Helpdesk/ServiceDesk/1st level operations team;
Has resolved incidents while supporting an enterprise environment that included:
- PC, notebook, printer multivendor HW platforms
- Different types of wireless devices
- MS-Windows operating systems
- MS Office Suite
- Microsoft Exchange
- Active Directory
- Citrix
- File servers
- Remote access
Has used an IT Service Management tool (BMC Remedy or similar);
Familiar with ITIL best practices and processes.

Due to current immigration restrictions, we are welcoming applications from the persons who have the legal right to work in Romania (these means the citizens of EU countries).

Make sure that the operational process and procedures are followed in the floor by the engineers and initiate the corrective action to ensure that customer service is restored within MTTR.
Work with the engineers in the shift to make sure that we achieve the key KPI’s for the team and ensure that necessary timely actions are adapted while proactive monitoring and service restoration of customer services.
Mentor a team of network focused, multi-disciplined, highly motivated shift engineers to support the resolution of customer complaints within the MTTR/SLA.
Manage the escalation process for both technical and management escalations ensuring that all escalations take place in required timescales to ensure optimum service levels.
Perform trend analysis and preventative maintenance.
Carry out real time resource allocation to meet workload requirements using support teams and managers as required.
Major Incident Reports (MIR).
Prepare the training material for the L1 and L2 agents.

Role purpose:
Shift In charge — Responsible for manning the floor during the shift.
In charge of the Operations floor during any shift.
Escalation point for any incidents or problems on the Vodafone Infrastructure.