IT Service Desk Senior Specialist – German Speaker (VOIS)

This is a first-line IT service desk role in Cairo supporting Vodafone Automotive and Global Catalogue users through phone, email, portal and ticket-based channels. It requires business-level German and English and covers incident, request, SLA, authorisation and knowledge management in a multi-partner enterprise support environment.

• Manage requests and incidents via phone, email and portals
• Acknowledge requests within agreed response times
• Support Vodafone Automotive and Global Catalogue users
• Own incidents and escalations until resolution
• Validate requests against agreed templates
• Liaise with partners and service managers
• Provide Level 1/2 support and first-time resolution
• Maintain FAQs and knowledge materials

• Customer-facing support experience, preferably IT
• Good technical and IT knowledge
• Experience in a multi-partner environment
• Confident with Microsoft Office and service support systems
• Business-level German and English, written and spoken
• Organised and analytical with a customer-focused approach
• Able to work in an international virtual team
• ITIL knowledge or qualification is an advantage

_VOIS is Vodafone Group's shared-services organisation, delivering IT, customer operations and business services to Vodafone markets across Europe. Its Egypt hub (Smart Village / Cairo) is one of its largest, with multilingual teams supporting German, Portuguese, Italian, Spanish and other European customers.