Agent L2 Service Desk with Spanish

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

Your day to day:

Ensure timely and effective resolution of end-user IT related issues
 

With these activities, you will have a great impact on our business:

Resolves issues and coordinates issues’ resolution with other groups
Collects data for internal reporting.
Ensures service level agreements’ fulfilment
Improves the 1st call resolution rate by sharing knowledge to the L1 agents
Provides continuous improvement ideas
Provide telephony backup in order to ensure that SLA targets are met based on business requirements & workload (peaks);
Schedule – availability to work in extended shifts, the schedule can be changed based on the business requirements
 

With these skills, you are a great candidate:

Core competencies, knowledge and experience: 
•    Team working skills 
•    Understanding of solutions and correct management of problem solution 
•    Capacity of taking care of the technical documentation and following the production, experimentation and deployment phase. 
•    Socially skilled
•    Self-awareness. 
•    Understanding of client's issues
•    Flexibility
•    Analysis and problem solving

Language requirements:
•    Spanish (C1 or above)
•    English (B2 or above)

Must have technical / professional qualifications: 
Has at least 2 years of hands-on experience in an IT Helpdesk team.

Has resolved incidents while supporting an enterprise environment that included:
•    Network drives - SSP
•    Printing
•    Intranet/Sharepoint/Teamroom
•    Outlook/Exchange/OWA
•    Lync Telephony
•    User Access Management
•    Win8 
•    Virtual Private Network
•    BlackBerry 
•    Pushmail/Airwatch
•    Citrix 
•    Business Apps
•    Remedy
•    MyIT
•    SAP
Has used an IT Service Management tool (BMC Remedy or similar)
Familiar with ITIL best practices and processes.

Sounds like the perfect job? We’ve got even more to offer:

• In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week!
• Medical and dental services
• Life insurance
• Dedicated employee phone subscription
• 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
• Getting in on the ground floor of and technology changing company
• Flexible Vacation – Take time off when you need it, we trust you!

Sounds interesting? Apply!
#_VOIS
 

Our 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.