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We are seeking a Digital Design & Enablement Analyst to act as Service Desk Support for enterprise end users through a Helpdesk-to-Helpdesk Support Model. This role involves managing service requests, incidents, and inventory while ensuring timely and high-quality deliverables. You will collaborate with global teams, including OpCo, partners, affiliates, and third-party suppliers, to provide exceptional service and maintain operational excellence.
Job Responsibility:
Serve as the single point of contact for global enterprise help desks across 75+ countries
Manage service requests and incidents, ensuring accurate validation and timely acknowledgement
Maintain and update inventory databases and provide reports as required
Follow up on open incidents and requests according to agreed milestones
Deliver world-class customer service by understanding the impact of errors and ensuring quality communications
Maintain up-to-date knowledge of bespoke processes and procedures
Collaborate with international and virtual teams to resolve issues effectively
Requirements:
Fluent in English with excellent communication skills
Previous experience in service desk and customer service environments
Proficient in MS Office applications
Knowledge of ITIL framework is a plus
Strong analytical skills and ability to work in dynamic, high-growth environments
Team player with the ability to work in international and virtual settings
General understanding of wireless networks and Vodafone Global Enterprise products is preferable
Eager to pursue industry accreditation and continuous development
Nice to have:
Knowledge of ITIL framework is a plus
General understanding of wireless networks and Vodafone Global Enterprise products is preferable
What we offer:
Opportunity to work in a global, collaborative environment
Exposure to cutting-edge technologies and enterprise-level operations
Continuous learning and development through industry certifications
Be part of a team that values innovation and customer excellence