OIT DESKTOP SERVICE DESK SUPPORT SPECIALIST

Join Vodafone Hungary and build a better tomorrow!  We are looking for a  OIT Desktop Service Desk Support Specialist for our Office IT Department     #Vodafonelife  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.
Your place in the team  Provision of first level Office IT support based on the expected service level set out, and at a standard exceeding the customers’ expectations.
You will be involved in the following tasks   Office IT Services Desk •Answers IT requests via phone, email, live chat or instant message and explaining solutions in technical and non-technical terms •Maintains direct contact with the customer/ticket owner - if available - to receive and respond within the shortest possible time to calls, as well as tickets/inquiries/incidents •Records incoming customer requests – requests or incidents – and creates tickets •Thoroughly interviews the customer to diagnose and resolve the issue •Leads a calm, support oriented conversation, and deescalate situation by calming the customer down while providing solution for the problem •Monitors the systems, generates a ticket for every customer inquiry •Processes the tickets received, follows up the ticket, informs the customer about the status of the ticket, closes the ticket •Identifies, diagnoses, categorizes and prioritizes the incident/call/ticket •Resolves issues related to applications, operating systems or hardware used by the customer utilizing the knowledge base.
Resolves problems with networks or network components in the field of telecommunications •Performs troubleshooting in the customer’s system.
Advice customer or changes user settings on the customer’s devices, remotely if necessary •Updates customer information and the ticketing system throughout the process, logs the information •Processes requests (e.
.
access rights) according to the process flow •Observes the expected service levels set out in Office IT •Not only receives customer calls, but also initiates them •Assists in the resolution of issues related to customer-specific devices and applications •Resolves the majority of issues and escalates to the next level or local partner in case if issues requiring special expertise •Troubleshoot issues related to complex applications and operating systems •Has the most information about the given customer and provides all such information to other Service Desk associates •Assure that all Requests /Incidents are handled and managed according to Office IT policies   Office IT Projects and Service Excellence •Contributes to the development of the knowledge base of the work team •Participates in compilation of fault-diagnosis questionnaires •Shares information with colleagues and Office IT management •Makes proposals for the optimization of processes within and connected to Office IT •Effectively operates customer complaint management processes •Puts customer satisfaction in focus when acting on behalf of Office IT We are looking for you if you have •Minimum intermediate computer skills •Strong communication skills, and soft skills  •Intermediate written and verbal English knowledge •Technical awareness and ability to quickly understand new technologies •Highly motivated, autonomous individual    Place of work Miskolc   What we offer    •Cafeteria package & annual bonus   •Laptop & mobile phone (with unlimited voice and data tariff package)   •Hybrid way of working (working from home / from the office)  •Corporate Health Insurance  •Wellbeing program in the topics of sport, nutrition, relax and help (spiritual support)   •4 paid days leave/year for charity projects   •Other discounts (e.
.
sport opportunities, eye-glass allowance)   •Parental policy.
we offer 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary.
•Learning opportunities (internal trainings and LinkedIn Learning)   Get to know us  If you want to know more about us and what we do, then  •visit our website.
https://careers.
odafone.
om/  •follow our career page on Facebook.
www.
acebook.
om/VodafoneKarrier    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.
#vodafonehu  Together we can  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.