Service Desk Team Leader BSS with German
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Angajator: | Vodafone Intelligent Solutions (_VOIS) |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 10.11.2016 |
Remote work: | On-site |
_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 - Requirements:
Speaks German at an advanced level and English at medium level;
Has at least 2 years of experience preferably Helpdesk, Service Desk or related discipline; Previous people management experience is desired
Familiar with and can explain the below concepts. Prior work experience is desirable.
• Working in international, distributed teams
• Overview of support and maintenance
• Expert Hands on experience in Incident Management
• Good analytical & troubleshooting skills
• Good verbal and written communication skills
• System analysis skills for IT Troubleshooting
• Stable knowledge of ITIL concepts & processes
• Conscientiousness and high accuracy in work
• Service orientation
• Flexible attitude and can do attitude
• Drives improvements and process innovation
What will you do - Key Responsibilities
• Operations Control and Event Management (Understanding customer incidents and impact and Know How of business support)
• Ensuring Service Level Targets / Service Level Objectives within the SLA is met and measuring the Service Level
• Building strong relationships with Internal and external IT service groups,
• Continuous improvement of current ways of working
• Lead a team of 10 - 15 Help Desk agents
People management:
• Ensure the learning & development of own team
• Ensure performance management of own team
• Create an open team-work environment that enables continuous improvement
Operational:
• Ensure all targets and service level agreements are fulfilled
• Track daily performance of the team through operational dashboards
• Collect and aggregate data for internal and external reporting
• Run governance meetings
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
***NOTE: We thank all those who apply; however, only the selected CVs will be contacted for further consideration in the selection process.
We are welcoming all applications from the persons who have the legal right to work in Romania.
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