Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

About this Role

We are seeking an Agent L1 Service Desk professional to provide first-level IT support and ensure timely resolution of technical issues raised by internal users. This role involves managing calls, troubleshooting problems, and escalating complex cases while maintaining service quality standards. The position requires flexibility to work in extended shifts based on business needs.

What you will do

• Handle incoming calls from internal clients and provide first-level IT support.
• Register, resolve, and escalate IT issues to the next level for efficient resolution.
• Collect and maintain accurate data for internal reporting purposes.
• Ensure compliance with agreed Service Level Agreements (SLA).
• Work in extended shifts with schedule adjustments based on business requirements.

Who you are

• Strong team player with excellent collaboration skills.
• Skilled in understanding and managing technical solutions and problems effectively.
• Ability to maintain and update technical documentation throughout production, testing, and implementation stages.
• Excellent communication skills and customer-centric approach.
• High attention to detail and vigilance in issue resolution.
• Flexible and adaptable to changing priorities.
• Strong analytical and problem-solving abilities.
• Proficiency in Italian (C1 or higher) and English (B2 or higher).

Not a Perfect Fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

• Hybrid way of working
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Loyalty Programme
• Ongoing Education - we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

What skills you will learn

• Advanced IT troubleshooting and escalation techniques.
• SLA management and performance reporting.
• Effective communication in multilingual environments.
• Technical documentation and process improvement skills.

Join Us

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

Alert

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Follow us on social media and #StayConnected

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/
  You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2

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