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Experienced Service Desk Associate (24/7)

Posting Country:  Hungary
Date Posted:  01-Jan-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Hello, there! We are _VOIS.
Our name might be new to you, but our work impacts millions of people around the globe every day. We evolved from a shared services organization to become a global TechCo with over 24 thousand employees operating from Hungary, Romania, Egypt and India. Together, we are the engine that powers Vodafone around the world.
Innovation is our main tool to deliver talent, technology and transformation to our Vodafone partners, while our people are our top priority. Through our 100% Human initiative, we help our people to develop their careers with unique learning and development opportunities while supporting their wellbeing with programs that focus on a healthy work-life balance.
At _VOIS, we are constantly looking for disruptive ideas and new ways to work. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.
Come and help us create the future together. Join us as a

Experienced Service Desk Associate (24/7)


Your role in a nutshell:

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. Use the ticketing system and drive resolution of the logged issues and service requests within a multi-supplier environment. Resolve an increasing percentage of issues at first contact, based on technical expertise and an excellent understanding of systems and processes. Communicate the status of high severity incidents/ outages to clients/ partners/ stakeholders.



Why you will love your job:


• Provides a high level 1st line support and first- time resolution whenever possible, plus level 2 support and resolution on given systems/ solutions.
• Works with greater independence, possesses bigger authority and knowledge to solve problems.
• Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support.
• Owns the customer relationship, handling and resolving technical and account calls.
• Updates the management of Vodafone/ the customer on the status of incidents.
• Creates and maintains FAQ databases and related support & knowledge management collaterals.
• Actively contributes to service improvement initiatives.
• Coordinates the dynamically built team of various incident experts from different 2nd/ 3rd   level support groups to resolve the incident and facilitates communication.


What you will bring to the team:


• Fluency in English
• Experience of working in a customer-facing (IT) support function
• Experience of working in a multi-partner environment
• Good technical and IT knowledge
• ITIL knowledge (desired)
• Familiarity with Remedy or other support system/ tool (desired)
• Good communications skills
• Priority management and problem solving skills

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 talk, text message, and data within the EU);
• Vodafone HOME discounted fleet services for employees and their friends & family
• Cafeteria package;
• Private Medical Services;
• Employee Assistant Program to support your wellbeing and mental health;
• To ensure our colleagues’ health & safety we are working from home until the end of the pandemic. In the long run we will be meeting each other max 2 times/week in our fully refurbished, digital office.


#movewithus #_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.