Agent L1 Service Desk with German

_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.

With these skills you are a great candidate:

· German (C1 or above)
· English (B2 or above)
· Has used an IT Service Management tool (BMC Remedy or similar)
· Ability to diagnose and resolve basic technical issues
· Customer-Oriented
· Excellent communication skills
· Can-do attitude
· Team working skills
· Flexibility

With these activities you will have a great impact on our business:

· Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request)
· Perform remote troubleshooting through thorough analysis and relevant questions
· Identify the issue using the details received from the end-user and provide resolution according to the work instructions
· Record actions taken and resolution provided in the relevant ticketing system
· Ensure fulfillment of the agreed Service Level Agreements/Key Performance Indicators
· Perform ticket follow-up according to the internal procedure
· Identify and suggest possible improvements on procedures
· Resolved incidents, service requests and queries
· Up-to-date information in the relevant systems
· Documented technical solutions in KMDB

Sounds like the perfect job? We’ve got even more to offer:

· Work from Home – You can get to work remotely from anywhere you choose!
· Medical and dental services
· Life insurance
· Dedicated employee phone subscription
· Special discounts for gyms and retailers
· Annual Company Bonus
· Ongoing Education
· You get to work with tried and trusted web-technology
· Getting in on the ground floor of an technology changing company
· Flexible Vacation