Service Desk Specialist 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.

• Has at least 2 years of hands-on experience in an IT Helpdesk team.
• Has resolved incidents while supporting an enterprise environment that included:
o Advanced operating systems knowledge;
o Advanced Microsoft Office Suite knowledge (O365);
o Advanced networking skills (LAN, WAN, TCP/IP etc);
o Mobile Operating Systems expertise (Android, iOS);
o Advanced Active Directory knowledge;
• Has used an IT Service Management tool (BMC Remedy or similar);
• Familiar with ITIL best practices and processes;
• Language Requirements:
o German (C1 or above)
o English (B2 or above)

• 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;
• Other activities assigned by the Team Leader;
• Takes internal customer calls;
• Receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio) with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams;
• Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership);

Sounds like the perfect job? We’ve got even more to offer:
· Work from Home – You can get to work remotely 2 days/week 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