SERVICE DESK ASSOCIATE
Descripción de la oferta de empleo
To provide 1st and 2nd line technical support to external and internal customers within a BAU context, according to the set expected service levels and quality, working in 7/24 shifts, performing overtime and standby when required.
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.
What you’ll do.
Provides high-level 1st line support and first-time resolution whenever possible.
Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support.
Performs monitoring and troubleshooting activities in order to maintain the functioning state of the IoT hardware and software systems, by using available tools.
Gathers all the required information from the Customer or monitoring systems in order to solve all the hardware and software functional incidents.
Owns the customer relationship, handling and resolving technical and account calls.
Provides technical information to customers about service-affecting events and alarms, using the agreed means of communication.
Updates the management of Vodafone/ the customer on the status of incidents.
Creates and maintains FAQ databases and related support & knowledge management collaterals.
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 in a multi-partner environment.
Good technical and IT knowledge - ITIL knowledge, MTA.
Networking Fundamentals, ITF+.
IT fundamentals certification, CCENT Knowledge (desired) Microsoft Office solutions (Excel, Outlook, etc.) Great communication and troubleshooting skills.
Priority management, service orientation, and customer-focused mindset.
Fluent in English 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.
Detalles de la oferta
- Sin especificar
- En toda España
- Sin especificar - Sin especificar
- 02/09/2024
- 01/12/2024
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