BSS Solution Line/ Service Desk Function, Vodafone Shared Service Romania - Proficient German skills (C1/C2)

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Employer: Vodafone Intelligent Solutions (_VOIS)
Domain:
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 24.10.2014
    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

    Requirements (Essential)

    • Strong verbal communication skills in German (C1/C2) and English.
    • Strong reporting and analysis skills.
    • Customer service oriented .
    • Overview of support and maintenance
    • Should have good analytical & troubleshooting skills
    • Should have good verbal and written communication skills
    • System analysis skills for IT troubleshooting
    • Conscientiousness and high accuracy in work
    • Service orientation
    • Flexible attitude and can do attitude

    Requirements (Desired)

    • Graduation degree in technology
    • Working in international, distributed teams
    • Expert Hands on experience in Incident Management
    • Experience in supporting European environment
    • Knowdlege of BMC Remedy (User)

    Responsibilities

    Operations Control and Event Management

    • Understanding customer incidents and impact
    • Know How business support

    Incident Management

    • Execution of resolution activities for incidents and documentation of resolution
    • Coordination of different parties during INC resolution
    • Escalation activities whenever necessary

    Request Management

    • Request Opening and Classification
    • Request Handling and Reporting

    Information Management

    • Assessment of business impact according to reported issue
    • Communication with IT-Service teams as well as to internal customer (Call Center/external partner)

    Typical Outputs

    • Resolution in Incident Management Workflow: incidents are recognized, analyzed and root cause is identified and eliminated; business applications are available again.
    • Documentation of workflow.
    • Define priority of incidents and follow up
    • Fulfillment on Service Requests
    • Interaction with involved parties like application support or business departments or external parties.
    • Interacting with the IT teams and other stakeholders for incident closure/ request fulfillment.
    • Issue escalations proactively to management or IT support whenever necessary
    • Co-ordinate and track resolution activities
    • Communicate with German business department in German language
    • Innovative and creative suggestions towards the repetitive issues

    Other info

    Role purpose:

    To provide IT services in the area of Help Desk for Business Systems/Applications. Department TIP is responsible for fault clearing and troubleshooting for all applications belonging to Business Support Systems (BSS) for Vodafone Germany telecommunications business.
    For this purpose a Help Desk function is offered for all business departments and external partners in Germany. This team receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio). The task is the execution of resolution activities for direct resolution or the functional escalation into the responsible 2nd level teams. A precise understanding of the issues is crucial, as well as a fast and precise involvement of the right support teams.

    A perfect (business fluent) understanding of German language is absolutely necessary for confident communication with customer and support teams, also for the coordination of different teams during incident resolution.

    Also a stable and deep knowledge of business processes at Vodafone Germany and the purpose and use of supported applications is necessary. It is part of the role to assess the business impact (define ticket severity) and to drive incident resolution process (ticket ownership).

    Permanent optimization activities, maintenance and enhancements for own support tools are part of the role.

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