Service Desk Adviser

Location: Home Based* (Farmborough)
Salary: £25,358.00 + Bonus 
Working Hours: 37.5 hrs per week (7am – 7pm) shift pattern, includes weekend/bank holiday working

 
*Homebased

At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Join our Security team and experience bringing intelligent technology and advanced threat expertise to organisations that form the UK's Critical National Infrastructure, this specialist team helps to simplify their day-to-day cyber security operations, enabling their own people to focus on their bigger strategic priorities.

What you’ll do

•    You'll be fully supporting the ENOC Service Desk, handling all customer needs and responsibilities.
•    You'll answer communications in a professional and timely manner.
•    You'll log customer incidents accurately and ensure they get to the right resolving agency within the agreed timescales.
•    You'll provide 1st line support, triage tickets, and gather any additional information needed.
•    You'll own and drive incident resolution with various 3rd parties, and handle L1/2 escalations.
•    You'll aim to achieve monthly quality SLAs & KPIs, and follow the departmental Escalations & Major Incident Process.
•    You'll assist with root cause analysis and support the internal PIM team/process.
•    You'll maintain customer relationships and act as a trusted advisor for Vodafone in all interactions.
 

Who you are 

•    You have knowledge or experience with the ITIL framework.
•    You demonstrate self-awareness, a strong desire to learn, teamwork, drive to succeed, and a positive mindset.
•    You have the ability to provide an excellent customer experience.
•    You're great at analysing information, spotting problems and trends, and implementing the right solutions. 
•    You can work independently, handle tough situations, prioritize tasks, make decisions under pressure, communicate with stakeholders at all levels, and pay meticulous attention to detail.

Security Clearance: This position requires the person to hold or to be eligible to undergo Security Clearance (SC) clearance.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. 

Together we can 

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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