VodafoneThree - Service Desk Adviser

VodafoneThree; Farnborough; On-site; GBP 28,000 - 42,000; Full time

Job summary

VodafoneThree is seeking a Service Desk Advisor to provide world-class support for key Vodafone customers from Farnborough, operating on a 37.5-hour shift pattern with occasional weekend and bank holiday work. The role emphasizes ITIL-aligned incident management, strong customer service, and cross-functional coordination across devices, data, cloud, and IoT services.

You will work as part of a team, handling incidents from inception to resolution, with potential for DV Vetting and career

Qualifications

• Experience with ticket management and incident handling.
• Basic technical understanding of IT systems.
• Strong customer service and relationship-building skills.
• Knowledge of telecommunications technologies and CIP/SIP processes.

Responsibilities

• Provide 24x7x365 service desk support for key Vodafone customers.
• Drive incident management from inception to resolution, meeting SLA/KPI.
• Support Managed Devices, Fixed Data, Cloud Services, IoT incidents across domains.
• Follow ITIL framework and escalate where required.
• Assist with root cause analysis with the PIM team.
• Improve team efficiency by updating Local Work Instructions.
• Handle incident-related customer complaints professionally with empathy.

Job description

Location: Farnborough (onsite)

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: This role operates on a 37.5 hr shift pattern ( Covering hours between 7am – 7pm) includes weekend/bank holiday working.

Who We Are

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.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

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.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

What You’ll Do

For key named Vodafone customers, the VBSE ENOC Service Desk Advisor provides world class customer service while owning and managing customer Incident Management from inception to resolution, meeting stringent Customer Service Level Agreements.

You will drive operational excellence of Managed Devices, Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies, by being part of a team providing 24x7x365 support across multi-functional teams in various domains throughout their lifecycle.

This role follows ITIL framework so therefore previous experience is desirable, the ability to multi-task and be confident in escalating through the matrix as required is essential.

Security Clearance is required, with the potential of higher clearance in the future, therefore any successful candidate may be requested to undergo DV Vetting.

• Fully support the ENOC Service Desk for all customers and accountabilities driving excellence in achieving SLA’s & KPI’s
• Logging details of a customer incident – providing basic triaging, ensuring that accurate and relevant information is obtained. Handing off incidents to the correct resolving agency within agreed timescales
• 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
• Accountable for dealing with Incident customer complaints accurately, professionally with empathy following agreed Service Level agreements

Who You Are

• Ticket Management
• Basic technical understanding of IT systems and a desire to gain further experience
• Customer Service
• Experience of developing and nurturing positive relationships and influencing people at various levels & positions
• Knowledge of telecommunications technologies
• Understanding of CIP and SIP processes

Worried that you don’t meet all the desired criteria exactly?

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 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. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need to Know

We 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/reasonable-adjustments/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

VodafoneThree