Agent UAM Service Desk with German

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 and collaborative individual to join our Service Management & IT Operations team in Bucharest. This role is responsible for managing access rights within business systems and applications for Vodafone employees and partners. The successful candidate will handle access requests, resolve IT issues, and ensure service delivery meets quality expectations. Fluency in German and English is essential.

What you will do

• Process access requests including account creation, modification, and deletion based on role-specific rules.
• Respond to incoming emails related to access and support.
• Log, resolve, and escalate IT issues to appropriate support levels.
• Collect and report user and account information for internal and external stakeholders.
• Ensure service delivery agreements are met with high quality.
• Recommend improvements to procedures and workflows.
• Resolve incident tickets and service requests via forms, emails, or ticketing systems.
• Implement access rights and update user information in relevant systems.
• Define incident priorities and ensure proper tracking.
• Escalate issues when necessary and coordinate resolution activities.
• Document known errors and maintain training materials for L1 and L2 agents.

Who you are

• A collaborative team player with strong problem-solving abilities.
• Skilled in analysing and resolving technical issues.
• Able to work with technical documentation across production, testing, and implementation.
• Possess excellent communication and interpersonal skills.
• Customer-focused with a clear understanding of user needs.
• Adaptable and flexible in dynamic environments.
• Proficient in time management and task prioritisation.
• Fluent in German (C1+) and English (B2+).
• Familiar with Active Directory, operating systems, server environments, and Office Automation Software.
• Knowledge of Identity Management and ITSM tools (e.g., BMC Remedy) is advantageous.

Not a Perfect Fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

- Hybrid way of working: 2 days per week/ 8 per month
- Medical and dental services
- Life and hospitalization insurance
- Dedicated employee phone subscription
- Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
- 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
- We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
- Special Paternal Program - 4 months of paid paternity leave

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don't meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you're excited about this role but your experience doesn't align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.
#_VOIS

What skills you will learn

• Advanced access management and incident resolution techniques.
• Effective stakeholder communication and reporting.
• Use of ITSM platforms and identity management tools.
• Process optimisation and documentation practices.
• Training development for support teams.

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 be 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.