Service Desk Agent

_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.

Your day to day:

1st Line Operations of Vodafone NL Network in a multi-vendor environment.
Monitors and maintains Vodafone NL Infrastructure and Access part of the network, dispatches 3rd party personnel, performs periodical reports and follow up in order to reach the agreed Network and NOC KPI’s.
Answering phones calls and e-mails from stakeholders professionally.

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

Monitoring of the Vodafone NL Infrastructure Network (Power, Temp, AC, and Access) using umbrella fault management systems and specific NMS’s.
Answer incoming calls and provide access on different locations to Field engineers.
Call field engineers every time when the procedure requires
Identify and escalate issues to supervisors
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Dispatch field engineers and contractors in case of incidents that need local support and follow up the issue until is resolved.

With these skills, you are a great candidate:

High school diploma or equivalent
Proficient in relevant computer applications
1-3 years of experience in a call center environment
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Team work oriented
Good Knowledge of English


Sounds like the perfect job? We have even more to offer:

Medical and dental services
Life insurance
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
You get to work with tried and trusted web-technology
Getting in on the ground floor of an technology changing company
Flexible Vacation – Take time off when you need it, we trust you