Digital Design & Enablement Analyst

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.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a Digital Design & Enablement Analyst to act as Service Desk Support for enterprise end users through a Helpdesk-to-Helpdesk Support Model. This role involves managing service requests, incidents, and inventory while ensuring timely and high-quality deliverables. You will collaborate with global teams, including OpCo, partners, affiliates, and third-party suppliers, to provide exceptional service and maintain operational excellence.

What you will do

• Serve as the single point of contact for global enterprise help desks across 75+ countries.
• Manage service requests and incidents, ensuring accurate validation and timely acknowledgement.
• Maintain and update inventory databases and provide reports as required.
• Follow up on open incidents and requests according to agreed milestones.
• Deliver world-class customer service by understanding the impact of errors and ensuring quality communications.
• Maintain up-to-date knowledge of bespoke processes and procedures.
• Collaborate with international and virtual teams to resolve issues effectively.

Who you are

• Fluent in English with excellent communication skills.
• Previous experience in service desk and customer service environments.
• Proficient in MS Office applications.
• Knowledge of ITIL framework is a plus.
• Strong analytical skills and ability to work in dynamic, high-growth environments.
• Team player with the ability to work in international and virtual settings.
• General understanding of wireless networks and Vodafone Global Enterprise products is preferable.
• Eager to pursue industry accreditation and continuous development.

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

• Opportunity to work in a global, collaborative environment.
• Exposure to cutting-edge technologies and enterprise-level operations.
• Continuous learning and development through industry certifications.
• Be part of a team that values innovation and customer excellence.

What skills you will learn

• Advanced knowledge of ITIL and service management frameworks.
• Expertise in global incident and request management.
• Skills in inventory control and reporting.
• Enhanced communication and problem-solving abilities in a multicultural setting.

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

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