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.
About This Role
We are seeking a detail-oriented individual to act as the first point of contact for global enterprise customers, providing exceptional service desk support. This role involves managing service requests, incidents, and orders through multiple channels, ensuring timely resolution and adherence to agreed service levels. You will collaborate with international teams, partners, and suppliers to deliver high-quality solutions and maintain accurate records.
What You Will Do
Serve as the Single Point of Contact for global customers and internal teams.Manage requests and incidents via portals, email, and ServiceNow, validating details for accuracy.Coordinate order fulfilment with OPCO and third-party suppliers within agreed SLAs.Follow escalation processes and ensure timely communication of resolutions.Maintain knowledge of bespoke processes and update documentation as changes occur.Provide inventory updates and generate reports using MS Excel tools such as Pivot Tables and VLOOKUP.Monitor service levels, follow up on open requests, and ensure compliance with milestones.Deliver world-class customer service, understanding the impact of errors and cost implications.
Who You Are
- Fluent in English with excellent communication skills.
- Minimum 1 year of experience in mobility operations or service desk environments.
- 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 team settings.
- 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, collaborative environment.
- Exposure to enterprise-level service desk operations and international stakeholders.
- Continuous learning and development through industry-recognised frameworks.
- A chance to contribute to world-class customer service standards.
What Skills You Will Learn
- Advanced ITIL practices and service management principles.
- Order and incident management in a global telecom environment.
- Data analysis and reporting using MS Excel and dashboards.
- Effective communication and stakeholder management across diverse teams.
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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