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.

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

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

Work from Home– You can get to work remotely from anywhere you choose (2 days/week)!
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 a technology changing company
Flexible Vacation