Vodafonethree - Service Desk Adviser

**Location**: Fully onsite in Farnborough Office
**Salary**: £ 29,215 per annum
**Working Hours**: Full time 37.5 hours per week - shift pattern (Covering hours between 7am - 7pm) including weekend/bank holiday working

**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 future’s 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**

For key named Vodafone customers, the VBSE ENOC Service Desk Advisor provides world class customer service while owning and managing customer Incident Management from inception to resolution, meeting stringent Customer Service Level Agreements.

This role follows ITIL framework so therefore previous experience is desirable, the ability to multi-task and be confident in escalating through the matrix as required is essential.

We drive a culture of continuous improvement and constantly seek to improve positive customer outcomes, eliminate waste and increase efficiency, productivity and overall performance that is gauged through a set of complex metrics and data from performance related Incident Management.

You will:

- Fully support the ENOC Service Desk for all customers and accountabilities driving excellence in achieving SLA’s & KPI’s
- Log details of a customer incident - providing basic triaging, ensuring that accurate and relevant information is obtained. Handing off incidents to the correct resolving agency within agreed timescales
- Maintain existing customer relationships and function as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE adds value.
- Analyse tickets in progress and prioritise and progressing for resolution.
- Quality check tickets to ensure they are clear, concise and correct.
- Own and drive incident resolution with various 3rd parties, invoking the escalation process with you being L1/2 escalation.
- Support internal customers/systems, working to the ethos of being one team.
- Adhere to the departmental Escalations & Major Incident Process relevant for each customer
- Assist with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process.
- Improve team efficiency by highlighting amendments to Local Work Instructions where needed
- Be accountable for dealing with Incident customer complaints accurately, professionally with empathy following agreed Service Level agreements.

**Who you are**

You will have:

- Ticket Management experience
- Basic technical understanding of IT systems and a desire to gain further experience.
- Experience of developing and nurturing positive relationships and influencing people at various levels & positions
- Knowledge of Continuous Improvement Plans (CIP) and Service Improvement Plans (SIP)
- Experience in analysing information, understanding, and identifying problems.
- Excellent communication, presentation, and inter-personal skills
- Ability to work under mínimal supervision, as well as handle difficult and sensitive situations by making decisions against competing deadlines
- Prioritising & decision making
- ITIL 4 Qualification is desired or is willing to undertake the qualification
- Worried that you don’t meet all the desired criteria exactly?_

**What we offer**

We care about our people’s succes