IT Service Desk Senior Specialist GESC (German Speaker)
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
Acts as Service Desk Support to enterprise end users through the customer’s 1st Line Support Helpdesk (Local, Regional, or Global Helpdesk) based on Helpdesk to Helpdesk Support Model providing Service Desk functionalities (Authorization Management, Service Request Management, Incident Management, Inventory Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.
Key accountabilities and decision ownership:
- Receive requests/incidents via managing different communication channels (M2M, Remedy, VGECO, Service Now, Email, Phone and other integrated portals) (predominantly calls) to support customers.
- Acknowledge requests/incidents within agreed Response Time
- Dealing with issues being reported by Vodafone Automotive users and Global Catalogue users.
- Processing tickets & orders in the relevant service support systems.
- Taking ownership of incidents or escalations, including follow up & partner liaison.
- Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support.
- Liaising with both external & internal partners within the support ecosystem (OPAs, Service Managers, Account Managers, etc.)
- Complying with pre-agreed SLAs – proactively chasing partners (by email or phone) to ensure that SLAs are met.
- Providing Level 1 support & first-time resolution whenever possible, plus Level 2 support & resolution if possible.
- Supporting Incident Management, Knowledge Management, Quality Management & Problem Management processes.
- Creating and maintaining FAQ database (and related support & Knowledge Management collateral) and contact lists.
- Taking ownership for the resolution of an issue (order, ticket) through its lifecycle.
- Contribute actively to service improvement initiatives (to support & improve the service desk operation)
- Authorizes sender/caller against Authorized List DB with Validation Procedures.
- Direct and Report unauthorized communications to corresponding Authorized Contacts.
- Submit requests for adding/removing/updating authorized contacts to correct internal teams.
- Any other foreign language (especially Spanish, French, Italian or Hungarian) will be a major advantage.
Core competencies, knowledge and experience:
IT Knowledge
Communication skills
Team Player, ability to work in an international and virtual team environment
A strong desire to pursue industry accreditation as part of a continued drive training and development
Ability to perform in dynamic, high-growth & high-uncertainty environments
Must have technical / professional qualifications:
Experience of working in a customer-facing support function (preferably IT)
Good technical & IT knowledge
Experience of a multi-partner environment
MS Office applications.
Business level German and English– written and spoken
#VOIS #BeUnrivalled #Createthefuture