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Service Desk Specialist
2 months ago
Job Summary
We are seeking a highly skilled Service Desk Specialist to join our team at Vodafone. As a key member of our Security team, you will be responsible for providing world-class customer service while owning and managing customer incidents to resolution within our stringent service level agreements.
Key Responsibilities
- Provide 24x7x365 support to customers, driving the operational excellence of Fixed & Data services and various applications and other associated technologies.
- Log details of customer incidents, ensuring accurate and relevant information is obtained, and hand off incidents to the correct resolving agency within agreed timescales.
- Provide 1st line support, triage of tickets, and obtain additional information where needed.
- Own and drive incident resolution with various 3rd parties, invoking the escalation process as necessary.
- Support internal customers/systems, working to the ethos of being one team.
- Achieve monthly quality SLA's & KPI's.
Requirements
- Ability to understand and identify problems/trends to enable implementation of the necessary course of action to achieve the desired outcomes.
- Previous experience in resolving incidents at the first point of contact.
- Excellent communication, presentation, and inter-personal skills.
- Understanding of the ITIL Framework.
- Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines.
Security Clearance: This position requires the person to hold or to be eligible to undergo UK Security Clearance (SC) clearance.
What We Offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan, and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market-leading parental leave policies.
