Onsite Service Desk Analyst – 1st Line IT Support

Vodafone; Farnborough; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Bonuses

Up to 28 days off + bank holidays

Pension plan

Parental leave policies

Job summary

Vodafone in Farnborough is seeking a VBSE Service Desk Analyst to join the Local Vodafone Business Unit on-site. You’ll be the first point of contact for technical support, triaging incidents and coordinating with specialists to restore services for Vodafone's business customers.

This role requires flexibility, strong customer service, and a commitment to accurate documentation, with opportunities to influence service improvements in a fast-paced environment.

Qualifications

• Experience in technical support or service desk environments.
• Strong customer service mindset and communication skills.
• Willingness to undertake and obtain Secure Vetting (SC) clearance is required.

Responsibilities

• Manage incidents and service requests from triage to resolution with timely updates.
• Coordinate with technical teams during service disruptions to drive swift outcomes.
• Monitor services proactively and identify issues before escalation.
• Support incident management activities, including escalations and review calls.
• Maintain documentation and knowledge articles for continuous learning.
• Analyze incident trends to identify opportunities for improvement.
• Contribute to CIP/SIP initiatives to enhance customer outcomes.
• Meet service levels and quality standards with attention to detail.
• Build strong relationships with customers and internal teams.
• Assist onboarding of new team members and share knowledge.

Skills

Service Desk

Incident management

ITIL

Job description

Vodafone in Farnborough is seeking a VBSE Service Desk Analyst to join the Local Vodafone Business Unit on-site. You’ll be the first point of contact for technical support, triaging incidents and coordinating with specialists to restore services for Vodafone's business customers.

This role requires flexibility, strong customer service, and a commitment to accurate documentation, with opportunities to influence service improvements in a fast-paced environment.