French Speaking IT Service Desk Sr. Specialist

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 and second-line support for enterprise end users within a multi-partner environment. This role involves managing incidents, service requests, and authorisations through various communication channels, ensuring timely resolution and compliance with SLAs. You will act as a key liaison between internal teams and external partners, contributing to service improvement initiatives and maintaining knowledge databases

What you'll do

Receive and manage requests/incidents via multiple channels (calls, email, portals such as Remedy, ServiceNow).Acknowledge and validate requests within agreed response times.Provide Level 1 support and first-time resolution; escalate and manage Level 2 support when required.Process tickets and orders in relevant systems, ensuring accuracy and completeness.Liaise with internal and external partners to ensure SLA compliance.Maintain FAQs and knowledge management collateral.Authorise communications against approved lists and report unauthorised contacts.Contribute to service improvement initiatives and support knowledge management processes.Handle incidents and escalations with ownership throughout their lifecycle.

Who you are

C1-C2 French Speaker
Experienced in customer-facing IT support functions. (preffered not a must)
Strong technical and IT knowledge, including MS Office applications.
Familiar with multi-partner environments and ITIL processes (certification desirable).
Skilled in communication and able to work effectively in international teams.
Analytical, organised, and proactive, with the ability to remain calm under pressure and adapt to change.

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 cutting-edge IT service management tools and processes.Career development through training and industry certifications.A culture that values diversity, inclusion, and continuous learning.

What skills you will learn

Advanced IT service management practices and ITIL processes.Incident, problem, and knowledge management in a multinational setting.Effective communication and stakeholder management across diverse teams.Technical proficiency in service desk tools and systems.

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, 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.