Service Desk Adviser, Out of Hours

6 days ago

Remote, United Kingdom Vodafone Full time

**Location**: Full-time Remote Working #Vodahome

**Salary**: £26,126 basic salary + £2000 OTE bonus

**Hours**: 37.5 per week. This is an out of hours role and will require you to work 4 days on and 4 days off. Within the 4 days you will do 2 day shifts (7am - 7pm) and 2 night shifts (7pm - 7am).

Be a part of Vodafone UK, where we are aiming to deliver the UK’s most engaging digital customer experience. Putting down the headsets and embracing innovative digital mindsets.

**What will you be doing?**

As a Service Desk Adviser, you will be dealing with high profile clients and managing tickets according to set timescales and severity. You will quickly and calmly identify our customers' needs and respond appropriately to the severity of the incident. Using your communication and interpersonal skills you will record and prioritise a range of incidents whilst managing customers’ expectations around resolution times.

You’ll be responsible for taking ownership of high-impacting incidents as they are raised, making sure that we are using contact points around the wider business and beyond to drive a prompt resolution.

**Who are we looking for?**
- You will need to be customer focused with excellent communication skills, both verbal and written
- Ability to multitask and work to tight deadlines and possess good analytical skills
- Ability to work under pressure whilst maintaining a professional manner
- Ideally previous Service Desk experience
- High attention to detail
- Experience of prioritizing workload and reviewing allocated queue preferred but not essential

**Remote working requirements**:
In order to be successful in this home based role there are some minimum requirements that you would need to commit to:

- Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds: Min Download speed - 10Mbps, Min Upload Speed - 5Mbps
- Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection
- You will need a desk and suitable chair to work from comfortably and professionally
- You will be provided with a laptop and headset, additional items can be ordered through the system upon joining the business

**What’s in it for you?**

An excellent remuneration and bonus package with 25 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

**#Together we can

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