Agent L2 Service Desk_IT

Job Description

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 a skilled individual to support timely and efficient resolution of IT‑related issues raised by end users. This role focuses on second‑level troubleshooting, collaboration with technical teams, and ensuring high service quality while working with both Italian and English‑speaking stakeholders.

What will you do

• Resolve IT issues and work collaboratively with other technical groups to ensure timely solutions.
• Collect data required for internal reporting.
• Ensure adherence to agreed contractual service quality levels (SLAs).
• Improve first‑call resolution rates by sharing knowledge with Level 1 agents.
• Provide continuous suggestions to enhance processes and service performance
• Handle calls during high‑volume periods to support operational targets and contractual requirements.
• Work in extended shifts based on business needs.

Who you are

• At least two years of hands‑on professional experience in an IT Support team.Proven experience managing incidents related to:
• Network drives (SSP)
• Printing
• Intranet/SharePoint/Teamroom
• Outlook/Exchange/OWA
• Lync Telephony
• Proficient in English (spoken and written), with the ability to participate in meetings and produce documentation.Advanced proficiency in Italian (C1 or above).English level B2 or above.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

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

In this role, the individual will further develop a strong set of technical and operational capabilities, including:

• Advanced understanding of Identity and Access Management (IAM), including how user identities, permissions, and system access are handled within enterprise environments.
• Greater proficiency with IT Service Management (ITSM) tools, strengthening knowledge of incident handling, ticket workflows, and core service support processes.
• Enhanced skills in process optimisation, learning how to analyse existing operations, remove inefficiencies, and support continuous improvement in service delivery.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio‑economic background.

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 be 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/
• Chat with VOIS employees: https://lnkd.in/dpkrcvR2