SSC - Service Desk Executive - Proficient German skills (C1/C2)

Employer: Vodafone Shared Services Romania

Domain: IT Software
Job type: full-time
Job level: 0 - 1 years of experience
Location: BUCHAREST ;
Updated at: 03.11.2014

toate joburile Vodafone Shared Services Romania

Short company description

i doreti un job n care s poi comunica, s asculi i s ajui, punandu-ti in valoare atat competenele profesionale,
cat si abilitatile lingvistice? Iti doresti un job in care sa te dezvolti si sa inveti mereu, sustinut de dinamica domeniului
de telecomunicaii? O carier n Vodafone Shared Services* te poate antrena n comunicare i, in acelasi timp, te
poate ajuta s nelegi ateptrile i nevoile clienilor Vodafone. Ai o perspectiva internationala si, tot de aici, i se pot
deschide, n timp, oportuniti de dezvoltare ctre alte arii din organizaie, care sa se potriveasca cu aspiraiile i
preferinele tale.
n activitatea ta vei avea zilnic ocazia s interactionezi cu clieni interni i externi, vei rezolva solicitri i vei ajuta la
oferirea unei experiene excelente pentru fiecare client Vodafone. Vei fi la curent cu rezultatele tale i, mpreun cu
managerul tu direct, vei cuta soluii pentru ca tu s fii cel mai bun.
* Vodafone Shared Services este un nou Centru Global de Servicii, care ofera din Bucuresti, servicii IT si de Relatii
cu Clientii pentru operatiunile Vodafone din Marea Britanie, Germania, Italia, Spania si Irlanda.

Requirements
German (C1 or above);
English (B2 or above);
Team working skills;
Understanding of solutions and correct management of problem solution;
Capacity of taking care of the technical documentation and following the production, experimentation and deployment
phase;
Socially skilled;
Self-awareness;
Team worker with collaboration;
Understanding of client's issues;
Flexibility;
Analysis and problem solving;
Is familiar with and can explain the below concepts. Prior work experience is desirable:
Knowledge of Active Directory;
Operating Systems Knowledge;
Office Automation Software knowledge;
Servers, files, folders knowledge;
Knowledge of Antivirus and Antimalware tools;
Wireless Devices (Blackberry, Windows Mobile, Symbian, Android).
Has used an IT Service Management tool (BMC Remedy or similar).

Due to current immigration restrictions, we are welcoming applications from the persons who have the legal right to
work in Romania (these means the citizens of EU countries).

Responsibilities
Takes internal customer calls in German;
Logs, troubleshoots and dispatches IT issues to the next level, with the aim of ensuring quick and effective resolution;
Collects data for internal reporting;
Ensures service level agreements are fulfilled;
Resolves incidents, service requests and queries;
Updates information in the relevant systems;
Documents new known errors;

Other info
Role purpose:
In general, the Service Desk Analyst will need to be a patient character, with ample tolerance within a potentially
stress-filled situation and who deals politely and calmly with end-users. He or she will need to be thorough, analytical
and organized, able to conduct a detailed analysis of each problem being reported, as well as proactive enough to
take on and successfully drive resolution. Total customer focus is essential, delivered in a helpful and knowledgeable
manner, as well as an optimistic and flexible outlook to the future.

SSC - Senior Service Desk Executive - Proficient German skills (C1)

Employer: Vodafone Shared Services Romania
Domain: IT Software
Job type: full-time
Job level: 1 - 5 years of experience
Location: BUCHAREST ;
Updated at: 03.11.2014

toate joburile Vodafone Shared Services Romania

Short company description

i doreti un job n care s poi comunica, s asculi i s ajui, punandu-ti in valoare atat competenele profesionale,
cat si abilitatile lingvistice? Iti doresti un job in care sa te dezvolti si sa inveti mereu, sustinut de dinamica domeniului
de telecomunicaii? O carier n Vodafone Shared Services* te poate antrena n comunicare i, in acelasi timp, te
poate ajuta s nelegi ateptrile i nevoile clienilor Vodafone. Ai o perspectiva internationala si, tot de aici, i se pot
deschide, n timp, oportuniti de dezvoltare ctre alte arii din organizaie, care sa se potriveasca cu aspiraiile i
preferinele tale.
n activitatea ta vei avea zilnic ocazia s interactionezi cu clieni interni i externi, vei rezolva solicitri i vei ajuta la
oferirea unei experiene excelente pentru fiecare client Vodafone. Vei fi la curent cu rezultatele tale i, mpreun cu
managerul tu direct, vei cuta soluii pentru ca tu s fii cel mai bun.
* Vodafone Shared Services este un nou Centru Global de Servicii, care ofera din Bucuresti, servicii IT si de Relatii
cu Clientii pentru operatiunile Vodafone din Marea Britanie, Germania, Italia, Spania si Irlanda.

Requirements
German (C1 or above);
English (B2 or above);
Team working skills;

Understanding of solutions and correct management of problem solution;

Capacity of taking care of the technical documentation and following the production, experimentation and deployment
phase;
Socially skilled;
Self-awareness;
Understanding of client's issues;
Flexibility;
Analysis and problem solving;
Has at least 2 years of hands-on experience in an IT Helpdesk team;
Has resolved incidents while supporting an enterprise environment that included:
Network drives - SSP
Printing
Intranet/Sharepoint/Teamroom
Outlook/Exchange/OWA
Lync Telephony
User Access Management
Win8
Virtual Private Network
BlackBerry
Pushmail/Airwatch
Citrix
Business Apps
Remedy
MyIT
SAP
Has used an IT Service Management tool (BMC Remedy or similar);
Familiar with ITIL best practices and processes.

Responsibilities
Resolves issues and coordinates issues resolution with other groups;
Collects data for internal reporting;
Ensures service level agreements fulfilment;
Improves the 1st call resolution rate by sharing knowledge to the L1 agents;
Provides continuous improvement ideas;
Resolves incidents, service requests and queries;
Updates information in the relevant systems;
Documents new known errors.

Other info
Role purpose:
Primarily act as the Technical escalation point for the L1 pool. Mentor, coach & train the L1 engineer and drive New
Hire training & on-boarding.
In general, the Service Desk Analyst will need to be a patient character, with ample tolerance within a potentially
stress-filled situation and who deals politely and calmly with end-users. He or she will need to be thorough, analytical
and organized, able to conduct a detailed analysis of each problem being reported, as well as proactive enough to
take on and successfully drive resolution. Total customer focus is essential, delivered in a helpful and knowledgeable
manner, as well as an optimistic and flexible outlook to the future.