Service Desk Analyst – Incident & IT Support (4 on/4 off)

Vodafone Group Plc; Farnborough; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Bonuses

Pension plan

28 days off + bank holidays

Job summary

Vodafone Group Plc in Farnborough is seeking an Incident Manager to manage incidents and service requests, coordinating with technical teams to deliver swift resolutions. The role focuses on maintaining service levels and proactive problem management.

The position is full-time, with 37.5 hours per week on a 4 days on / 4 days off rotation, including 12-hour shifts. A strong customer focus and ITIL familiarity are essential, with SC clearance being desirable.

Qualifications

• Experience managing tickets, incidents, or escalations within a technical support, service desk, or operational environment.
• Customer-focused mindset with a passion for delivering outstanding service and building trust with stakeholders.
• Strong communication skills across technical and non-technical audiences.
• Excellent problem-solving and analytical abilities to identify trends and make informed decisions.
• Ability to stay organised and prioritise in a fast-paced environment.

Responsibilities

• Manage incidents and service requests from initial triage through to resolution.
• Act as a key point of contact during service disruptions, coordinating with technical teams and stakeholders.
• Monitor customer services proactively, identifying potential issues before they escalate.
• Support service incident management activities, including escalations and high-priority events.
• Lead or contribute to incident review calls and maintain documentation.
• Analyse incident trends to identify opportunities for service improvement.
• Contribute to Continuous Improvement Plans (CIPs) and Service Improvement Plans (SIPs).
• Deliver against service levels and quality standards with strong attention to detail.

Skills

Customer-focused

Strong communication

Problem solving

Organised & prioritised

Attention to detail

Collaborative

Resilient & adaptable

Continuous learning

Education

ITIL 4 certification (advantageous)

Tools

Remedy ITSM

Telecom technologies

Job description

Vodafone Group Plc in Farnborough is seeking an Incident Manager to manage incidents and service requests, coordinating with technical teams to deliver swift resolutions. The role focuses on maintaining service levels and proactive problem management.

The position is full-time, with 37.5 hours per week on a 4 days on / 4 days off rotation, including 12-hour shifts. A strong customer focus and ITIL familiarity are essential, with SC clearance being desirable.