Sr. Service Desk Advisor-Senior Executive

Vodafone Group Plc; Bengaluru; On-site; INR 480,000 - 860,000; Full time

Job summary

VOIS is seeking a customer-focused Service Desk professional to join our Foundation Desk team as the first point of contact for business customer requests. You will diagnose, triage, and coordinate with resolver groups to ensure timely resolutions and adherence to SLA.

Working in rotational shifts, you will capture incidents, maintain records, and provide clear updates to customers while collaborating with Operations, Account Managers and technical teams to protect the customer experience.

Qualifications

• Experience in customer relationship management.
• Knowledge of CCNA routing and switching concepts.
• Excellent written and verbal communication skills.
• Ability to work in rotational shifts.

Responsibilities

• Be the first point of contact for business customer requests via calls and chats.
• Capture information and create incident or service-change records.
• Perform initial diagnosis and resolve requests at first contact where possible.
• Accurately assign unresolved incidents to Level 2 support teams or third-party suppliers.
• Provide timely customer updates throughout the incident and change lifecycle.
• Coordinate across resolver groups to deliver consolidated responses within agreed service levels.

Skills

Customer relationship management

CCNA routing and switching

Communication skills

Analytical skills

Interpersonal skills

Team coordination

Rotational shifts

Customer-focused approach

Education

CCNA certification

ITIL certification

Job description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

About this Role

We are seeking a customer-focused Service Desk professional to join our Foundation Desk team as the first point of contact for business customer requests. This role is ideal for individuals with customer relationship management experience, strong communication skills, and a foundational understanding of networking technologies. Working in rotational shifts, you will provide timely support, perform initial diagnosis of incidents, coordinate with resolver groups and third-party suppliers, and ensure excellent customer experiences while meeting agreed service levels.

What you will do

• Serve as the first point of contact for business customer requests through calls and chats.
• Capture complete and accurate information and create incident or service-change records.
• Perform initial diagnosis and resolve requests at first contact wherever possible.
• Accurately assign unresolved incidents to the appropriate Level 2 support teams or third-party suppliers.
• Provide timely customer updates throughout the incident and change lifecycle.
• Coordinate across multiple resolver groups to deliver consolidated responses within agreed service levels.
• Escalate Priority 1 and at-risk incidents using the correct notification and escalation procedures.
• Investigate monitoring alerts and raise incidents where required.
• Progress service changes and record customer complaints effectively.
• Follow documented operational processes and identify opportunities for improvement.
• Collaborate with Operations, Service Managers, Account Managers, technical teams and external resolver groups.
• Maintain current knowledge of products, services, customer requirements and support processes.
• Contribute to business, departmental and individual objectives while protecting customer experience.

Who you are

Essential

• Experience in customer relationship management.
• Knowledge of CCNA routing and switching concepts.
• Excellent written and verbal communication skills.
• Understanding of customer business needs and requirements.
• Good analytical and interpersonal skills.
• Ability to work effectively with both internal teams and third-party suppliers.
• Customer-focused and proactive approach to service delivery.
• Ability to work in rotational shifts.

Desirable

• Basic IP networking and Cisco product knowledge.
• Basic understanding of ADSL and internet services.
• Basic knowledge of IP VPN, DSL, leased lines and SD-WAN technologies.
• Experience using network monitoring tools for basic diagnosis.
• CCNA or IT service management certification.

Expected Behaviours

• Demonstrates a customer-first mindset and seeks effective resolution.
• Acts with speed and efficiency while maintaining accuracy.
• Communicates clearly and maintains high-quality records.
• Follows agreed processes and provides reliable information.
• Identifies process improvement opportunities and recommends practical solutions.
• Collaborates across teams to achieve successful customer outcomes.
• Remains calm and disciplined when working under time-sensitive and SLA-driven environments.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Opportunity to work within a global business customer support environment.
• Exposure to enterprise networking technologies and service management processes.
• Collaboration with technical teams, service managers and external partners across multiple functions.
• Experience managing incidents, service requests and customer communications in a fast-paced operational setting.
• Development of customer engagement, problem-solving and stakeholder management capabilities.
• Opportunity to contribute to service improvements and operational excellence initiatives.

What skills you will learn

• Incident management and service desk best practices.
• Customer communication and relationship management.
• Escalation management and service level agreement adherence.
• Basic network troubleshooting and diagnostic techniques.
• Use of network monitoring and operational support tools.
• Cross-functional stakeholder management and collaboration.
• Service change coordination and operational process improvement.
• Exposure to IP networking, VPN, DSL, leased line and SD-WAN technologies.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

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.

Follow us on social media and #StayConnected

LinkedIn: https://www.linkedin.com/company/vois/

Facebook: https://www.facebook.com/voisglobal

Instagram: https://www.instagram.com/voisglobal/

You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2