Hello there! We’re Vodafone Intelligent Solutions (also known as _VOIS) and we’re looking for a 

Senior Service Desk Associate (24/7)

Your role in a nutshell:

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.

What you'll do:

• Provides 2nd line support, supporting customers/ service desk colleagues.
• Solves most tickets without escalating them but also works closely with all levels of support teams.
• Deals with trouble tickets created by 1st line colleagues and investigates further to find the resolution and workarounds.
• Recognizes and groups incidents for bulk resolution.
• Handles VIP calls and acts as a SPOC for selected clients.
• Participates in the Senior Leadership team notification process.
• Takes an active part in the induction of new employees and gives professional guidance to more junior staff.
• Makes proposals for optimizing processes.
• Contributes to extending the knowledge base.

What you will bring to our team:

• experience of working in a customer-facing (IT) support function in a multi-partner environment
• SSC experience 
• proficient in the operating infrastructure, hardware, databases, operating systems, LAN’s etc.
• familiarity with Remedy or other support systems/ tool, and remote administration troubleshooting tools (desired)
• knowledge of Vodafone and its processes/ environment
• fluent English

In return we provide you with:

• A dynamic environment where innovative ideas are always welcome
• A collaborative community where your professional goals and work are supported by a diverse team
• Access to internal trainings through Vodafone University and external trainings via other providers
• A supportive internal coaching and mentoring culture
• Opportunities to participate in company activities and Vodafone Foundation events
• Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU)
• Cafeteria package
• Private Medical Services
• Employee Assistance Program to support your wellbeing and mental health
• Life and accident insurance
• You can work remotely overseas for 20 days a year
• 16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption
• You and your family members can enjoy several discounts from our partners
• You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week

What you need to know about us

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.

#movewithus #_VOIS #VOISHU #LI-Hybrid