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French IT Service Desk Senior Specialist

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Vodafone

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Location:
Egypt , Giza

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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

Job Responsibility:

  • 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

Requirements:

  • C1-C2 French Speaker
  • Experienced in customer-facing IT support functions
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
February 03, 2026

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