Service Desk SME

Bucharest_001, Bucharest
  1. Full Time
  2. IT/Technology
Posting date:12 Mar, 2019


Your day to day:


Ensure the operations activities for Vodafone Germany account are delivered at the agreed levels. 



With these activities you will have a great impact on our business:


  • Make sure that the operational process and procedures are followed on the floor by the engineers and initiate the corrective action to ensure that customer service is restored within MTTR;

  • Work with the engineers in the shift to make sure that we achieve the key KPI’s for the team and ensure that necessary timely actions are adapted while proactive monitoring and service restoration of customer services;

  • Manage the escalation process for both technical and management escalations ensuring that all escalations and complaints are addressed and solved in the agreed timescales;

  • Assesses the business impact (define ticket severity) and driving incident resolution process (ticket ownership);

  • Access requests resolution – creation/modifying/deleting accounts and rights by applying access rules, depending on the positions occupied by the applicants;




Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"