Agent L1 VKD_DE in Bucuresti

Role purpose:Provides the maintenance of the hardware and software IT systems for Vodafone internal and external employees. Maintains high availability and optimal performance of employees’ work equipment’s and of all IT supported services. Continuously improves system performance and optimizes existing ways of working. Adapts and contributes to the customization of hardware and software solutions based on employees’ requirements, delivering cost efficient services of high quality.Main responsibilities:Performs monitoring and troubleshooting activities to maintain the functioning state of the hardware and software systems, using available tools.Provides technical support, gathers all the required information from the customer (handling phone, chat and web forms contacts) or monitoring systems to solve all the hardware and software functional incidentsResponds to access requests by creating/modifying/deleting accounts and applying role based access rules in assigning application access and user rightsFor some of the delivered solutions, modifies and adapts the existing software solutions for a better performance and customer experience.Provides technical information to customers about service affecting events and alarms, using the agreed methods of communication.Analyse information gathered from customers and/or performance monitoring systems, proposes solutions and sends the results / recommendations towards other technical teams to change and adapt the existing software. The outcome is reflected in solved complex technical incidents (including software bugs) and in improved customer experience.Takes internal customer calls,Logs, troubleshoots, and dispatches IT issues to the next level, with the aim of ensuring quick and effective resolution.Collects data for internal reporting.Ensures service level agreements’ fulfilment.Schedule – availability to work in extended shifts, the schedule can be changed based on the business requirementsNot 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.