Location
Farnborough (onsite)
Salary
Excellent basic salary plus bonus and Vodafone benefits
Working Hours
Full time 38.5 hours per week - 2 day shifts from 7 AM to 7 PM, 2 night shifts from 7 PM to 7 AM, 4 days off rotational 12 hour shifts (Sunday to Sunday Rotation)
Security Clearance
Position requires SC clearance and possibility of progression to DV.
What You’ll Do
The VBSE ENOC Service Desk Analyst provides 24x7x365 first line and advanced support for key Vodafone business customers. You will manage incidents and service requests across a broad range of technologies, ensuring timely resolution and consistent delivery against contracted SLAs.
Key responsibilities include:
* Incident and Service Incident Management: triage, diagnosis, escalation, communication, and resolution.
* Proactive monitoring and trend identification.
* Collaboration with technical specialists and stakeholders.
* Documentation and knowledge sharing.
* Continuous improvement contributions (CIPs, SIPs).
Essential Qualifications
* Experience in ticket management and escalation within a technical or service environment.
* Strong customer service delivery background.
* Excellent written and verbal communication skills.
* Strong analytical skills.
* Eligibility for Security Clearance (SC) with potential progression to DV.
Desirable Qualifications
* ITIL 4 certification.
* Service Incident Management experience.
* Knowledge of telecommunications technologies.
* Experience with Fixed Line Remedy systems.
* Understanding of CIP and SIP processes.
What We Offer
* Competitive pay and bonuses.
* Up to 28 days off plus bank holidays.
* Benefits such as discounts, vouchers, pension plan, and more.
* Learning and development tools.
* Parental leave policies.
Legal and Accessibility
We are regulated by the Financial Conduct Authority and all offers of employment are subject to background checks, including criminal (DBS) and financial checks. If you require reasonable adjustments or accessibility support, refer to the Accessibility section on our Careers website.
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