IT Service Desk Senior Specialist GESC (VOIS)

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.
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About this Role

We are seeking an IT Service Desk Specialist to provide first-line service desk support for enterprise end users, supporting Vodafone Automotive and Global Catalogue users through a helpdesk-to-helpdesk support model. The role covers request management, incident management, authorisation management, service level management, relationship management, problem management and inventory-related support, while coordinating with internal teams, partners, affiliates and third-party suppliers to deliver timely, quality-focused resolutions.
This role is based in Cairo and sits within the Enterprise function, supporting service desk operations for Vodafone Automotive, a Vodafone Group entity delivering automotive products and services to multinational customers and their end users.

What you’ll do

• Receive and manage requests and incidents through channels such as M2M, Remedy, VGECO, ServiceNow, email, phone and other integrated portals, with a strong focus on call-based support.
• Acknowledge requests and incidents within agreed response times and ensure they are processed accurately in the relevant service support systems.
• Support Vodafone Automotive users and Global Catalogue users by analysing issues, processing tickets and orders, and providing clear updates throughout the ticket lifecycle.
• Take ownership of incidents, escalations, orders and tickets, including follow-up activities and liaison with partners until resolution.
• Validate requests and incidents against agreed templates to ensure the information submitted to the next level of support is complete and accurate.
• Liaise with internal and external partners, including OPAs, Service Managers and Account Managers, to support effective service delivery.
• Monitor agreed SLAs and proactively follow up with partners by email or phone to support timely resolution.
• Provide Level 1 support and first-time resolution where possible, with Level 2 support and resolution where applicable.
• Contribute to Incident Management, Knowledge Management, Quality Management and Problem Management processes.
• Create and maintain FAQ content, knowledge management materials and contact lists to improve service desk effectiveness.
• Authorise senders and callers against authorised contact lists using defined validation procedures, and report unauthorised communications to the correct authorised contacts.
• Submit requests to add, remove or update authorised contacts through the appropriate internal teams.
• Contribute to service improvement initiatives that enhance the service desk operation and customer experience.

Who you are

• You have experience working in a customer-facing support function, preferably within IT.
• You bring good technical and IT knowledge, with the ability to analyse customer issues and support practical resolutions.
• You have experience working in a multi-partner environment and can collaborate effectively with internal and external stakeholders.
• You are confident using Microsoft Office applications and service support systems.
• You communicate clearly in business-level German and English, both written and spoken.
• You are organised, analytical and able to manage detailed issue investigation while maintaining a helpful and customer-focused approach.
• You can work effectively in an international and virtual team environment.
• You are comfortable working in dynamic, changing environments and can adapt your approach as business needs evolve.
• Knowledge of ITIL processes or an ITIL v3 qualification would be an advantage.
• Familiarity with Remedy or other support tools, shared service centre experience, Vodafone process knowledge, relevant qualifications or a general understanding of IoT would be beneficial.
• Additional written and spoken language skills, especially Spanish, French, Italian or Hungarian, would be an advantage

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

• An opportunity to support multinational Vodafone Automotive customers and enterprise end users in a global service environment.
• Exposure to a broad service desk model covering incident management, request management, authorisation management, service level management, knowledge management and problem management.
• The chance to collaborate with internal teams, partners, affiliates and third-party suppliers across a multi-partner support ecosystem.
• Practical experience with service support tools and integrated customer support portals, including Remedy, VGECO, ServiceNow, M2M, email and phone-based support channels.
• A role that supports continuous service improvement and encourages contribution to improved service desk operations.

What skills you will learn

• End-to-end incident, request, ticket and order lifecycle management within an enterprise service desk environment.
• SLA monitoring, escalation follow-up and partner coordination across internal and external support teams.
• Knowledge management practices, including FAQ creation, support collateral maintenance and contact list management.
• Authorisation management and validation procedures for approved contacts and support communications.
• Practical application of ITIL-aligned service management processes, including incident, problem, quality and knowledge management.
• Customer communication, issue analysis and first-time resolution techniques in a multilingual support environment

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

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• You can also chat with our employees to learn more about our projects: Chat with VOIS employees