Senior Service Desk Associate

<h2></h2> <p>Hello there! We’re Vodafone Intelligent Solutions (also known as _VOIS) and we’re looking for a </p> <p> </p> <h1>Senior Service Desk Associate (24/7)</h1> <h2></h2> <p>Your role in a nutshell:</p> <p> </p> <p>To provide 1st and 2nd line technical support to external and internal customers within a BAU context, according to the set expected service levels and quality, working in 7*24 shifts, performing overtime and standby when required. To use the ticketing system and drive resolution of the logged issues and service requests within a multi-supplier environment. To resolve an increasing percentage of issues at first contact, based on technical expertise and an excellent understanding of systems and processes. To communicate the status of high-severity incidents/ outages to clients/ partners/ stakeholders.</p> <p> </p> <p>What you'll do:</p> <p> </p> <ul> <li>Provides 2nd line support, supporting customers/ service desk colleagues.</li> <li>Solves most tickets without escalating them but also works closely with all levels of support teams.</li> <li>Deals with trouble tickets created by 1st line colleagues and investigates further to find the resolution and workarounds.</li> <li>Recognizes and groups incidents for bulk resolution.</li> <li>Handles VIP calls and acts as a SPOC for selected clients.</li> <li>Participates in the Senior Leadership team notification process.</li> <li>Takes an active part in the induction of new employees and gives professional guidance to more junior staff.</li> <li>Makes proposals for optimizing processes.</li> <li>Contributes to extending the knowledge base.</li> </ul> <p> </p> <p>What you will bring to our team:</p> <p> </p> <ul> <li>experience of working in a customer-facing (IT) support function in a multi-partner environment</li> <li>SSC experience </li> <li>proficient in the operating infrastructure, hardware, databases, operating systems, LAN’s etc.</li> <li>familiarity with Remedy or other support systems/ tool, and remote administration troubleshooting tools (desired)</li> <li>knowledge of Vodafone and its processes/ environment</li> <li>fluent English</li> </ul> <h2></h2> <p>In return we provide you with:</p> <p> </p> <p> </p> <ul> <li>A dynamic environment where innovative ideas are always welcome</li> <li>A collaborative community where your professional goals and work are supported by a diverse team</li> <li>Access to internal trainings through Vodafone University and external trainings via other providers</li> <li>A supportive internal coaching and mentoring culture</li> <li>Opportunities to participate in company activities and Vodafone Foundation events</li> <li>Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU)</li> <li>Cafeteria package</li> <li>Private Medical Services</li> <li>Employee Assistance Program to support your wellbeing and mental health</li> <li>Life and accident insurance</li> <li>You can work remotely overseas for 20 days a year</li> <li>16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption</li> <li>You and your family members can enjoy several discounts from our partners</li> <li>You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week</li> </ul> <p> </p> <p> </p> <p>What you need to know about us</p> <p> </p> <p>We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.</p> <p> </p> <p>#movewithus #_VOIS #VOISHU #LI-Hybrid</p>