Share this Job

Service Desk Associate (part-time)

Posting Country:  Hungary
Date Posted: 
Full Time / Part Time:  Part Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready? 

Description

Vodafone Intelligent Solutions supports Vodafone.
We maximise value by providing next generation services across
Sales, Marketing, Human Resources, Financial Operations, Legal and Commercial Operations.
In Budapest, our team of 1,300 colleagues from 32 different nationalities supports 25 countries.

What’s it like to work here?
Come and find out by joining us as a

 

Service Desk Associate (part-time 20 hours/week)

 

Your role in a nutshell:
 To provide 1st and 2nd line technical support to external and internal customers within a BAU context. 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.

 

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:
• Experience of working in a customer-facing (IT) support function
• Experience of working in a multi-partner environment
• SSC experience would be appreciated
• Good technical and IT knowledge
• Familiarity with Remedy or other support system/ tool would be beneficial
• Fluency in English
• Excellent communications skills

 

The benefits you will enjoy:
• 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; and
• Flexible working hours

To ensure our colleagues’ safety we continue working from home 3-4 days/week in the long run.

#movewithus #_VOIS

Our 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.