Service Desk Adviser

2 weeks ago

Farnborough, United Kingdom Vodafone Full time

**Location**:Farnborough
**Salary**: Competitive + Shift Allowance + Vodafone Benefits
**Hours**: Shift Based - 4 days on 4 days off (2 days + 2 nights, 7am - 7pm and 7pm - 7am)

Join Vodafone Secure Sector for Vodafone UK and be heavily embedded in providing world-class Secure Solutions for our Enterprise clients. As we strive to keep ourselves ahead of the game and the threats, you will lead the way in Telecommunications and work with the latest technologies.

As a Service Desk Adviser you will help provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements.

You will help drive the operational excellence of Fixed & 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.

**What will you be doing?**
- 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
- 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
- Manage, understand, measure and continually improve Customer KPI’s related to the effectiveness and efficiency of the team.

**Who are we looking for?**
- Previous experience dealing with customers (e.g Retail)
- Developed communication skills both written and verbal
- Collaborative mindset with strong team ethic
- Growth mindset - passionate to learn, grow and develop
- Must be eligible for SC Clearance

**What’s in it for you?**

An excellent remuneration and bonus package with 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’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at Vodafone.

**Together we can**

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 (careers.vodafone.co.uk) under Career Support, for guidance.

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