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.
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About this Role
We are seeking a Service Desk Advisor to provide first-line support for enterprise customers within a global helpdesk model. This role involves managing service requests, incidents, and orders, ensuring timely resolution and exceptional customer experience. You will act as a single point of contact for global customers and coordinate with multiple stakeholders, including OPCOs, partners, and third-party suppliers.
What you will do
Serve as the primary contact for global customers, handling requests and incidents via multiple channels (email, portal, ServiceNow).Validate and route requests to appropriate support groups, ensuring accuracy and quality.Manage order fulfilment in coordination with OPCOs within agreed SLAs.Follow escalation processes and maintain clear communication throughout resolution.Provide inventory updates and generate reports as required.Maintain up-to-date knowledge of processes and procedures, ensuring compliance.Deliver world-class customer service and uphold service level agreements.Utilise MS Excel for reporting and dashboard management.
Who you are

• Fluent in English with excellent communication skills.
• Minimum 1 year of experience in mobility operations or service desk environment.
• Familiarity with ITIL framework (basic knowledge required).
• Proficient in MS Office applications, especially Excel.
• Strong analytical skills and ability to work in dynamic, high-growth environments.
• Team player with experience in international and virtual teams.
• Knowledge of Vodafone Global Enterprise products and services is an advantage.
• Committed to continuous learning and professional 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 environment with exposure to enterprise-level operations.
• Continuous learning and development, including potential for industry certifications.
• Collaborative and inclusive culture that values innovation and growth.
• Access to advanced tools and technologies in a dynamic telecom ecosystem.

What skills you will learn

• Advanced service desk operations and ITIL practices.
• Global order and incident management processes.
• Reporting and analytics using MS Excel.
• Cross-cultural communication and stakeholder management.
• Inventory and service level management in a multinational 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, 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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Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Skills Required