Agent Service Desk with German

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 an Agent for the UAM Service Desk who will ensure timely and efficient execution of operations related to the administration and implementation of access rights in business systems and applications for end users, Vodafone employees, and partners. This role is based in Bucharest and requires strong collaboration skills and a customer-centric approach.

What you will do

• Handle access requests including account creation, modification, and deletion, applying access rules based on the requester’s role.
• Process incoming emails related to access and support.
• Log, resolve, and escalate IT issues to the appropriate support level to ensure timely resolution.
• Gather user and account information for internal reporting and external stakeholders.
• Ensure service delivery agreements are met at expected quality levels.
• Suggest improvements to procedures, processes, and workflows to enhance operational efficiency.
• Provide resolutions for incident tickets and service requests submitted via forms, emails, or ticketing systems.
• Implement specific access rights based on virtual requests and update user information in relevant systems.
• Define incident priorities and ensure proper tracking and follow-up.
• Document newly identified known errors and develop training materials for L1 and L2 agents when UAM-specific knowledge is required.

Who you are

• Strong team collaboration and interpersonal skills.
• Solid problem-solving abilities with a customer-centric mindset.
• Ability to maintain and utilise technical documentation during production, testing, and implementation phases.
• Excellent verbal and written communication skills in German (C1) and English (B2).
• Flexible and adaptable in challenging situations with strong time management and organisational skills.
• Technical knowledge of Active Directory, Operating Systems, server environments, and Office Automation Software.
• Familiarity with Identity Management and IT Service Management tools (e.g., BMC Remedy or similar) is an advantage.

Not a Perfect Fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What’s in it for you

- Hybrid way of working: 2 days per week/ 8 per month
- 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
- 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
- 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

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.
#_VOIS

What skills you will learn

• Advanced knowledge of Identity and Access Management processes.
• Proficiency in IT Service Management tools and incident resolution workflows.
• Skills in process optimisation and operational efficiency improvements.

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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