{"id":1196075,"url":"https://alion.io/job/vodacom-mozambique-it-service-desk-senior-specialist-gesc-german-speaker-vois","title":"IT Service Desk Senior Specialist GESC German Speaker (VOIS)","company":{"id":177523,"name":"Vodacom Mozambique","domain":"vm.co.mz","url":"https://alion.io/company/vodacom-mozambique","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":113000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":298},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-27T02:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-09-24T18:43:38Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"Who we are\nVOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.\nAs 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.\nWe 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.\n#VOIS #BeUnrivalled #CreateTheFuture\nAbout this Role\nWe are seeking an IT Service Desk Specialist to provide first-line service desk support for enterprise end users, supporting Vodafone Automotive and Global Catalogue users through a helpdesk-to-helpdesk support model. The role covers request management, incident management, authorisation management, service level management, relationship management, problem management and inventory-related support, while coordinating with internal teams, partners, affiliates and third-party suppliers to deliver timely, quality-focused resolutions.\nThis role is based in Cairo and sits within the Enterprise function, supporting service desk operations for Vodafone Automotive, a Vodafone Group entity delivering automotive products and services to multinational customers and their end users.\nWhat you’ll do\nReceive and manage requests and incidents through channels such as M2M, Remedy, VGECO, ServiceNow, email, phone and other integrated portals, with a strong focus on call-based support.\nAcknowledge requests and incidents within agreed response times and ensure they are processed accurately in the relevant service support systems.\nSupport Vodafone Automotive users and Global Catalogue users by analysing issues, processing tickets and orders, and providing clear updates throughout the ticket lifecycle.\nTake ownership of incidents, escalations, orders and tickets, including follow-up activities and liaison with partners until resolution.\nValidate requests and incidents against agreed templates to ensure the information submitted to the next level of support is complete and accurate.\nLiaise with internal and external partners, including OPAs, Service Managers and Account Managers, to support effective service delivery. \nMonitor agreed SLAs and proactively follow up with partners by email or phone to support timely resolution.\nProvide Level 1 support and first-time resolution where possible, with Level 2 support and resolution where applicable.\nContribute to Incident Management, Knowledge Management, Quality Management and Problem Management processes. \nCreate and maintain FAQ content, knowledge management materials and contact lists to improve service desk effectiveness. \nAuthorise senders and callers against authorised contact lists using defined validation procedures, and report unauthorised communications to the correct authorised contacts. \nSubmit requests to add, remove or update authorised contacts through the appropriate internal teams.\nContribute to service improvement initiatives that enhance the service desk operation and customer experience.\nWho you are\nYou have experience working in a customer-facing support function, preferably within IT. \nYou bring good technical and IT knowledge, with the ability to analyse customer issues and support practical resolutions. \nYou have experience working in a multi-partner environment and can collaborate effectively with internal and external stakeholders.\nYou are confident using Microsoft Office applications and service support systems.\nYou communicate clearly in business-level German and English, both written and spoken.\nYou are organised, analytical and able to manage detailed issue investigation while maintaining a helpful and customer-focused approach.\nYou can work effectively in an international and virtual team environment.\nYou are comfortable working in dynamic, changing environments and can adapt your approach as business needs evolve.\nKnowledge of ITIL processes or an ITIL v3 qualification would be an advantage.\nFamiliarity with Remedy or other support tools, shared service centre experience, Vodafone process knowledge, relevant qualifications or a general understanding of IoT would be beneficial.\nAdditional written and spoken language skills, especially Spanish, French, Italian or Hungarian, would be an advantage\nNot a perfect fit?\nConcerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.\nWhat's in it for you\nAn opportunity to support multinational Vodafone Automotive customers and enterprise end users in a global service environment.\nExposure to a broad service desk model covering incident management, request management, authorisation management, service level management, knowledge management and problem management.\nThe chance to collaborate with internal teams, partners, affiliates and third-party suppliers across a multi-partner support ecosystem.\nPractical experience with service support tools and integrated customer support portals, including Remedy, VGECO, ServiceNow, M2M, email and phone-based support channels. \nA role that supports continuous service improvement and encourages contribution to improved service desk operations.\nWhat skills you will learn\nEnd-to-end incident, request, ticket and order lifecycle management within an enterprise service desk environment.\nSLA monitoring, escalation follow-up and partner coordination across internal and external support teams. \nKnowledge management practices, including FAQ creation, support collateral maintenance and contact list management.\nAuthorisation management and validation procedures for approved contacts and support communications.\nPractical application of ITIL-aligned service management processes, including incident, problem, quality and knowledge management.\nCustomer communication, issue analysis and first-time resolution techniques in a multilingual support environment\nVOIS Equal Opportunity Employer Commitment\nVodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.\nJoin Us\nAt 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.\nWe 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.\nWith us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.\nAlert\nApply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.\nFollow us on social media\nLinkedIn: VOIS on LinkedIn\nFacebook: VOIS on Facebook\nInstagram: VOIS on Instagram\nYou can also chat with our employees to learn more about our projects: Chat with VOIS employees","description_format":"text","description_chars":8412,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Hungarian","level":"All levels","optional":true},{"language":"Italian","level":"All levels","optional":false},{"language":"French","level":"All levels","optional":false},{"language":"Spanish","level":"All levels","optional":false},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-24T18:43:38Z"}],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.728,"p_room":0.9,"age_days":28,"expected_fill_days":42,"reasons":["conf:4","win:mid","comp:brand"],"computed_at":"2026-09-24T23:16:32Z"},"pay":null,"html_url":"https://alion.io/job/vodacom-mozambique-it-service-desk-senior-specialist-gesc-german-speaker-vois","json_url":"https://alion.io/job/vodacom-mozambique-it-service-desk-senior-specialist-gesc-german-speaker-vois.json","meta":{"generated_at":"2026-09-24T23:16:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1508,"day_limit":5000,"remaining_today":3492,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}