Senior Executive_IT Service Desk Support Specialist - Bangalore

VOIS; Bengaluru; On-site; INR 420,000 - 640,000; Full time

Job summary

VOIS (Vodafone Intelligent Solutions) in Bengaluru seeks an IT Service Desk Support Specialist to diagnose and resolve hardware, software, network, and user-account issues. The role involves account administration, remote troubleshooting, and creating clear technical documentation to improve first-contact resolution.

Success will be measured by login adherence, quality, call SLA, and AHT. Based in Bangalore.

Qualifications

• Experience with ITSM tools and ITIL Foundation.
• Ability to diagnose hardware, software, connectivity and account issues.
• Comfort with remote-support technologies such as TeamViewer, SCCM or RDP.
• Clear communication and composure when supporting users under pressure.
• Open-minded, solution-oriented thinking and communication.

Responsibilities

• Diagnose and resolve hardware, software, network connectivity and user-account problems.
• Manage user objects, group policies, password resets and account provisioning.
• Use remote desktop applications to troubleshoot machine errors remotely.
• Create clear troubleshooting instructions and FAQ articles to improve first-contact resolution (FCR).
• Deliver support in line with operational measures including quality, call SLA and AHT.

Skills

ITSM tools

ITIL Foundation

Remote support

Clear communication

Problem solving

Tools

TeamViewer

SCCM

RDP

Job description

Who We Are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As 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.

We 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.

#VOIS #BeUnrivalled #CreateTheFuture

About This Role

We are seeking an IT Service Desk Support Specialist to support users by diagnosing and resolving hardware, software, network connectivity and user-account issues. The role involves account administration, remote troubleshooting and creating clear technical documentation to improve first-contact resolution. Success will be measured through service indicators including login adherence, quality, call SLA and average handling time (AHT). The role is based in Bangalore.

What You’ll Do

• Diagnose and resolve hardware, software, network connectivity and user-account problems
• Manage user objects, group policies, password resets and account provisioning
• Use remote desktop applications such as TeamViewer, SCCM or RDP to troubleshoot machine errors remotely
• Create clear troubleshooting instructions and FAQ articles to improve first-contact resolution (FCR)
• Deliver support in line with operational measures including quality, call SLA and AHT.

Who You Are

• You have proficiency with ITSM tools and awareness of ITIL Foundation principles
• You can diagnose and resolve common hardware, software, connectivity and account issues
• You are comfortable using remote-support technologies such as TeamViewer, SCCM or RDP
• You communicate clearly and remain composed when supporting users during high-pressure incidents or outages
• You demonstrate open-minded, clear and solution-oriented thinking and communication.

Not a perfect fit?

Concerned 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.

What's In It For You

Based on the responsibilities provided, the role offers practical exposure to IT service management, remote technical support, user administration and structured incident resolution.

What Skills You Will Learn

The role provides opportunities to further develop:

• IT service management and ITIL-aligned support practices
• Hardware, software and network troubleshooting
• User-account administration and group-policy support
• Remote troubleshooting using TeamViewer, SCCM and RDP
• Knowledge-base and FAQ documentation
• Service performance awareness through FCR, SLA, quality and AHT measures.

VOIS Equal Opportunity Employer Commitment

Vodafone 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.

Join Us

At 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.

We 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.

With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.