Service Desk Analyst Farnborough, Hampshire, South East England, England
Job description
Location: Farnborough (Office based)
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)
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 Vodafone Business Security Enhanced for Vodafone UK and support in providing world-class Secure Solutions for our Enterprise clients.
What you’ll do
You provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements. In addition you will 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.
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
- Improve team efficiency by recording best practices and implementing/documenting revised procedures
- Assists with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process
- Accountable for dealing with customer complaints accurately, professionally and with empathy within the agreed Service Level agreements
Who you are
Ability understanding and identifying problems /trends to enable implementation of the necessary course of action to achieve the desired outcomes- Hand on experience in providing 1st & 2nd line support
- Previous experience in resolving incidents at the first point of contact.
- Excellent communication, presentation and inter-personal skills.
- 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 ability to obtain a UK Developed Vetting (DV) clearance
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.
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.
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