Service Desk Advisor

Location: Farnborough (onsite) Salary: Excellent basic salary plus bonus and Vodafone benefits Working hours: Shift role working 2 days, then 2 nights followed by 4 days off rotation 7am-7pm and 7pm-7am. (Sunday -> Sunday Rotation) Who We Are   We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.   At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company.  We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.   Join our Security team and experience bringing intelligent technology and advanced threat expertise to organisations that form the UK's Critical National Infrastructure, this specialist team helps to simplify their day-to-day cyber security operations, enabling their own people to focus on their bigger strategic priorities.  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.    You will drive operational excellence of Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies, by providing 24x7x365 support across multi-functional teams in various domains throughout their lifecycle.   You will lead by example and demonstrate a culture of continuous improvement that constantly seeks to improve positive customer outcomes, eliminate waste, and increase efficiency, productivity, and performance. This role requires ITIL framework experience, the ability to multi-task and is confident in escalating through the matrix as required.    This role operates on 38.5 hrs per week (7am - 7pm)  shift pattern that could include weekend/bank holiday working.  Security Clearance is required, with the potential of higher clearance in the future, therefore any successful candidate may be requested to undergo DV Vetting.  

• Fully support the ENOC Service Desk for all customers and accountabilities 
• To answer any communication in a professional and timely manner.
• Logging details of a customer incident - ensuring that accurate and relevant information is obtained. Handing off incident to the correct resolving agency within agreed timescales.
• Provide 1st line support, triage of tickets, obtaining additional information where needed.
• 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.
• Achieve monthly quality SLA's & KPI's
Who you are  
• Service Now (SNOW)/Ticket Management Platforms
• 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
• Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of necessary desired outcome.
• Excellent communication, presentation, and inter-personal skills. 
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.  Together we can    Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. 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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. #LI-Onsite #VodafoneUK  

This role requires ITIL framework experience, the ability to multi-task and is confident in escalating through the matrix as required.,
• Service Now (SNOW)/Ticket Management Platforms
• 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
• Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of necessary desired outcome.
• Excellent communication, presentation, and inter-personal skills.
  
  We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

This role operates on 38.5 hrs per week (7am - 7pm) shift pattern that could include weekend/bank holiday working. Security Clearance is required, with the potential of higher clearance in the future, therefore any successful candidate may be requested to undergo DV Vetting., 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. Together we can Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. 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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. #LI-Onsite #VodafoneUK