IT Service Desk Senior Specialist GESC German Speaker (VOIS)
Core
First-line IT service desk support for enterprise end users and Vodafone Automotive customers via a helpdesk-to-helpdesk model.
Role type
Senior IT Service Desk Specialist
Builds
Timely, quality-focused resolutions for Vodafone Automotive and Global Catalogue users
Domain
Telecommunications / IT Service Management
Required skills
Incident management, Request management, Problem management, SLA monitoring, Ticket lifecycle management, Authorization management, Multi-partner collaboration, IT support analysis, Microsoft Office proficiency, German (business-level), English (business-level)
Preferred skills
ITIL v3 qualification, Remedy experience, Shared service centre experience, IoT knowledge, Spanish/French/Italian/Hungarian
Technologies
ServiceNow, Remedy, VGECO, M2M, Microsoft Office
Responsibilities
Receive and manage requests/incidents via phone, email, and portals; Analyze issues and process tickets; Liaise with internal/external partners for resolution; Monitor SLAs and follow up on escalations; Create and maintain knowledge base content; Authorize senders/callers against contact lists.
Seniority
Senior, hands-on IC