Service Desk Consultant-Senior Executive-Bangalore

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 Service Desk Consultant to provide first-level technical support and ensure seamless incident management within defined SLAs. This role involves troubleshooting, escalation management, and delivering world-class customer service in a collaborative team environment. The position is based in Pune or Bangalore and requires strong networking knowledge and ITIL proficiency.

What you will do

• Deliver L0 and L1 technical support, logging all calls and ensuring SLA compliance.
• Manage escalation of technical issues to Managed Services as per defined SLAs.
• Troubleshoot and resolve incidents for end-users and internal help desks.
• Update documentation for new processes and changes.
• Collaborate with team members to maintain high service standards.
• Upskill on new products and processes within remit.
• Drive insights and innovation proactively and as requested.

Who you are

Essential: Strong knowledge of CCNA Routing & Switching fundamentals, ITIL proficiency, and experience in NOC environments.Desired: CCNP certification, transmission knowledge, and familiarity with tools like ServiceNow, Remedy, Netcool, or StableNet.Education: Diploma/Engineering/Graduate (preferred B.Tech/B.E in Electrical or Communication).Excellent communication skills (English mandatory).Customer-focused, innovation-driven, and aligned with Vodafone Way values: Speed, Simplicity, Trust, Innovation Hungry, Customer Obsessed, Ambitious & Competitive, One Company Local Roots.

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 organisation with cutting-edge technology.

• Exposure to large-scale network operations and service management.\

• Collaborative work culture with continuous learning and development.

What skills you will learn

• Advanced troubleshooting and incident management techniques.
• Hands-on experience with enterprise-level networking tools and platforms.
• Skills in ITIL-based service delivery and process optimisation.

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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