SSC - Senior Service Desk Executive - Proficient Italian skills (C1)

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Employer: Vodafone Intelligent Solutions (_VOIS)
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 27.01.2015
    Remote work: On-site
    Short company description

    _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

    Italian (C1 or above);
    English (B2 or above);
    Team working skills ;
    Understanding of solutions and correct management of problem solution;
    Capacity of taking care of the technical documentation and following the production, experimentation and deployment phase;
    Socially skilled;
    Self-awareness;
    Understanding of client's issues;
    Flexibility;
    Analysis and problem solving;
    Has at least 2 years of hands-on experience in an IT Helpdesk 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
    - Networking
    - Antivirus systems (preferable i-Secure)
    - Malware detections and removal tools (Spybot, HijackThis)
    - Remote access
    - VPN client: Installation and profile configuration
    - SAP: client and print capability configuration
    - Call centre application: OCA, reporting systems
    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).

    Responsibilities

    Resolves issues and coordinates issues’ resolution with other groups;
    Collects data for internal reporting;
    Ensures service level agreements’ fulfilment;
    Improves the 1st call resolution rate by sharing knowledge to the L1 agents;
    Provides continuous improvement ideas;
    Resolves incidents, service requests and queries;
    Updates information in the relevant systems;
    Documents new known errors.

    Other info

    Role purpose:
    Primarily act as the Technical escalation point for the L1 pool. Mentor, coach & train the L1 engineer and drive New Hire training & on-boarding.
    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.

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