VB Service Desk Sr. Advisor (_VOIS)

ROLE PURPOSE:
Acts as Service Desk Support to enterprise end users through the customer’s
1st Line Support Helpdesk (Local, Regional, or Global Helpdesk) based on
Helpdesk to Helpdesk Support Model

providing Service Desk functionalities (Authorization Management, Service
Request Management, Incident Management, Inventory Management, Service Level
Management, Relationship Management, and Problem Management) by managing
deliverables in a timely fashion with the best possible quality through
integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier)
and other ad-hoc tasks as dictated by business needs.

‎2.2 Authorization Management:
 Receive requests/incidents via managing different communication channels
(Remedy, VGECO, Email, and Phone)
 Authorizes sender/caller against Authorized List DB with Validation
Procedures
 Direct and Report unauthorized communications to corresponding Authorized
Contacts
 Submit requests for adding/removing/updating authorized contacts to correct
internal team

‎2.3 Incident and Request Management:
 Act as Single Point Of Contact with ‎24/‎7 Support for Global Enterprises’
Help Desks (Local, Regional, or Global Helpdesks) in ‎75+ Countries
 Validate requests/incidents against agreed templates to ensure high quality
details submitted to next level of support
 Acknowledge requests/incidents within agreed Response Time
 Act as Single Point Of Contact with ‎40+ OPA Networks all over the world
(OpCo, Partner, and Affiliate) in addition to 3rd Party Suppliers
 Identify Requests/Incidents and submit to correct support group
 Manage resolutions received from next level of support ensuring clear and
high quality communications back to customer

‎2.4 Knowledge Management
 Maintain good level of knowledge of all different bespoke process/procedure
agreed with customer/support groups

Know how to get the most updated information and refer to correct documents
 Make sure to always be up to date with all the changes in different
processes/procedures as they occur.

‎2.5 Service Level Management
 Follow up on open incidents/requests according to the agreed milestones
 Make sure of contacting correct and relevant Point of Escalation

‎2.6 Inventory Management
 Update Inventory DB with requests fulfillment info provided by OPA
 Provide Inventory Reports as requested by Customer or Service Management
team

‎2.7 World Class Customer Service
 Know the size of the Global Enterprises that VGE is dealing with
 Realize the difference between the highest Customer Care in local market and
the required level of customer service for Global Enterprises authorized
contacts
 Understand impact of any small mistake and cost implications (e.g.
Penalties)
 Provide best quality to our customers and show the value added value of
having our service

Technical / Professional Expertise
 Fluent English
 Preferred Information Technology Background
 Knowledge of Fundamentals of CCNA Routing and Switching
 Knowledge of ITIL framework is a plus
 Ability to acquire knowledge and investigate for information
 Previous experience within a service desk and customer service environment
 Excellent communication Skills
 Proficiency in using MS Office applications.
 Share knowledge with colleagues and the immediate departments.
 Team player, ability to work in an international and virtual team
environment.
 Sound knowledge of Vodafone Global Enterprise products & services.
 General understanding of the wireless network and its components,
(GSM/GPRS/3G/HLR) preferable.
 A strong desire to pursue industry accreditation as part of a continued
drive training and development.
 Good analytical skills , ‎3 and above years working in VOIS
 Ability to perform in dynamic, high-growth & high-uncertainty environments
 Ability to provide services to international and distributed virtual teams