VodafoneThree - Service Desk Analyst

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

Location

Location: Farnborough

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working hours: Full time 37.5 hours per week - 4 days on, 4 days off rotational 12-hour shifts between 7 AM to 7 PM and 7 PM to 7 AM

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 futures 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

• Manage incidents and service requests from initial triage through to resolution, ensuring customers receive timely updates and support.
• Act as a key point of contact during service disruptions, coordinating with technical teams and stakeholders to drive swift outcomes.
• Monitor customer services proactively, identifying potential issues before they elevate and taking appropriate action.
• Support service incident management activities, including escalations and participation in high-priority incident events.
• Lead or contribute to technical and incident review calls, helping teams stay aligned and focused on resolution.
• Maintain accurate documentation, knowledge articles, and operational records to support continuous learning and service excellence.
• Analyse incident trends and patterns, using insights to identify opportunities for service improvement.
• Contribute to Continuous Improvement Plans (CIPs) and Service Improvement Plans (SIPs) that enhance customer outcomes and operational efficiency.
• Deliver against service levels, quality standards, and key performance measures while maintaining exceptional attention to detail.
• Build strong relationships with customers, stakeholders, and technical teams, creating a positive and collaborative experience for everyone involved.
• Support knowledge sharing, process improvement initiatives, and the onboarding of new team members.

Who you are

• Experience managing tickets, incidents, or escalations within a technical support, service desk, or operational environment.
• A customer-focused mindset with a passion for delivering outstanding service and building trust with stakeholders.
• Strong communication skills, with the confidence to engage effectively across both technical and non-technical audiences.
• Excellent problem-solving and analytical abilities, with the capability to identify trends and make informed decisions.
• The ability to stay organised, prioritise effectively, and perform well in a fast-paced environment with competing demands.
• High attention to detail and a commitment to maintaining quality standards and accurate documentation.
• A collaborative approach, with a willingness to share knowledge, support colleagues, and contribute to an inclusive team culture.
• Resilience, adaptability, and the confidence to handle sensitive or challenging situations professionally.
• A commitment to continuous learning, personal development, and improving ways of working.
• Experience with Service Incident Management, telecommunications technologies, Fixed Line Remedy systems, or ITIL 4 certification would be advantageous.
• This position requires the ability & willingness to undergo and obtain a Secure Vetting (SC) clearance.

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