Service Desk Shift Lead with Dutch - Vodafone Shared Services Romania

_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.

We’re looking for someone who:
• Speaks Dutch at an advanced level and English at medium level;
• 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).
• Is familiar with ITIL best practices and processes.
• Has very strong communication and people coordination skills;
• Is a committed team worker;
• Has a strong sense of urgency;
• Is a natural problem solver.

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).

What exactly will you do?
• Make sure that the operational process and procedures are followed 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;
• Proactively monitor and restore 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;
• Perform trend analysis and preventative maintenance;
• Carry out real time resource allocation to meet workload requirements using support teams and managers as required.

We offer you:
• Private medical and dental care insurance
• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Project specific training
• A youthful and multicultural working environment with dedicated professionals and great development opportunities

Don’t miss this unique opportunity to enjoy a high challenging profile role, to progress in your career and to develop experience within a world leading and multinational organization.

Vodafone Shared Services Center is part of a Global Services Center and will cater for Vodafone operations in different countries, as well as for the Vodafone Group. Our success comes from the outstanding people that make it happen for our customers every day!

We’re at our best when you’re at yours!

Vodafone
Power to you