Vodafone Farnborough, England, United Kingdom
Join Vodafone as a Service Desk Adviser
We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.
Location: Fully onsite in Farnborough Office
Salary: £29,215 per annum
Working Hours: Full time 37.5 hours per week – shift pattern (Covering hours between 7am – 7pm) including weekend/bank holiday working
We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
What You’ll Do
* Provides world class customer service while owning and managing customer Incident Management from inception to resolution, meeting stringent Customer Service Level Agreements.
* Drive operational excellence of Managed Devices, Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies.
* Fully support the ENOC Service Desk for all customers and accountabilities driving excellence in achieving SLA’s & KPI’s
* Log details of a customer incident – providing basic triaging, ensuring that accurate and relevant information is obtained.
* Maintain existing customer relationships and function as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE adds value
* Analyse tickets in progress and prioritise and progressing for resolution
* Quality check tickets to ensure they are clear, concise and correct.
* Own and drive incident resolution with various 3rd parties, invoking the escalation process with you being L1/2 escalation.
* Support internal customers/systems, working to the ethos of being one team
* Adhere to the departmental Escalations & Major Incident Process relevant for each customer
* Assist with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process
* Improve team efficiency by highlighting amendments to Local Work Instructions where needed
* Be accountable for dealing with Incident customer complaints accurately, professionally with empathy following agreed Service Level agreements
Who You Are
* Ticket Management experience
* Basic technical understanding of IT systems and a desire to gain further experience
* Experience of developing and nurturing positive relationships and influencing people at various levels & positions
* Knowledge of Continuous Improvement Plans (CIP) and Service Improvement Plans (SIP)
* Experience in analysing information, understanding, and identifying problems.
* Excellent communication, presentation, and inter-personal skills
* Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making decisions against competing deadlines
* Prioritising & decision making
* ITIL 4 Qualification is desired or is willing to undertake the qualification
What We Offer
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more.
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