Service Desk Adviser
3 weeks ago
**Service Desk Adviser**:
**Location: Farnborough**
**Shift pattern - 2 days (12 hours between 7am -7pm), 2 nights (12 hours between 7pm and 7am), 4 days off.**
For key named Vodafone customers, the VBSE Service Desk Adviser is to provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements.
You will drive the operational excellence of Fixed and Data services such as IoT, Various Applications and other associated technologies, by providing 24x7x365 support cross multi-functional teams across various domains throughout their lifecycle.
Drive a culture of continuous improvement that constantly seeks to improve positive customer outcomes, eliminate waste and increase efficiency, productivity and performance.
**What will you be doing?**
- Improve team efficiency by recording best practices and implementing/documenting revised procedures.
- Own and drive incident resolution with various 3rd parties, invoking the escalation process where required.
- Resolving incidents at the first point of contact, wherever possible or to assign them to various incident resolving teams.
- Support Fixed Line, Data & IOT product.
- Adhere to the departmental Escalations & Major incident process.
- Accountable for dealing with customer complaints accurately, professionally and with empathy within the agreed Service Level agreements.
- Maintain existing customer relationship and act as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE add value.
- To answer calls in a professional and timely manner, logging details of the customer incident - ensuring that accurate and complete information is obtained.
- Manage, understand, measure and continually improve Customer KPI’s related to the effectiveness and efficiency of the team.
- Hand off incidents to the correct resolving agency within 15 minutes.
- Assists with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process
**Who are we looking for?**
- Experience in analysing information, understanding and identifying problems to enable implementation of the necessary course of action to achieve the desired outcome.
- Excellent communication, presentation and inter-personal skills.
- Ability to work under mínimal supervision, as well as handling difficult and sensitive situations by making sound and independent judgements against competing deadlines.
- Experience in working with continuous improvements plans and service improvement plans.
- Experience in working in a customer facing role and working to targets.
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