VodafoneThree - Service Desk Adviser

Vodafone; Farnborough; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Bonuses

Pension

Generous leave

Job summary

Vodafone is seeking a VBSE ENOC Service Desk Advisor in Farnborough to deliver world-class customer service and manage incidents end-to-end for key Vodafone customers. You will work within a 24x7 support model across multi-functional teams, ensuring timely resolution and adherence to SLA/KPI targets.

The role requires ITIL awareness, the ability to multi-task, and DV Vetting may be required. A strong focus on service quality and stakeholder communication is essential for success.

Qualifications

• Experience with logging and triaging incidents.
• Ability to interact with customers and maintain relationships.
• Understanding of basic IT systems and telecom tech.

Responsibilities

• Provide 24x7 incident management for Vodafone customers.
• Coordinate with third parties to resolve incidents within SLA.
• Log, triage and escalate incidents; ensure accurate records.
• Act as trusted advisor and maintain customer relationships.
• Follow ITIL-based processes and contribute to major incident handling.
• Support internal teams and uphold KPI targets.

Skills

Ticket Management

Customer Service

IT Basics

Relationship Building

Telecommunications

CIP/SIP processes

Job description

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Business Area: Local Vodafone Business Unit

Posting Country: United Kingdom

Full Time / Part Time: Full Time

Contract Type: Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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

#LI-Onsite

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.