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Vodafone Logo Vodafone · Customer Service

Service Desk Adviser

United Kingdom, Farnborough Employment contract · Job Posted July 08, 2026
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Job Description

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 Managed Devices, Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies, by being part of a team providing 24x7x365 support across multi-functional teams in various domains throughout their lifecycle.

Job Responsibility

  • Provide world class customer service
  • Own and manage customer Incident Management from inception to resolution
  • Drive operational excellence of Managed Devices, Fixed Data, Cloud Services, IoT incidents
  • Log details of customer incidents, provide basic triaging
  • Maintain existing customer relationships and function as trusted advisor
  • Analyze tickets in progress, prioritize and progress for resolution
  • Quality check tickets for clarity and correctness
  • Own and drive incident resolution with 3rd parties
  • Support internal customers/systems
  • Adhere to departmental Escalations & Major Incident Process
  • Assist with root cause analysis
  • Improve team efficiency by highlighting amendments to Local Work Instructions
  • Accountable for dealing with Incident customer complaints

Requirements

  • Ticket Management
  • Basic technical understanding of IT systems and a desire to gain further experience
  • Customer Service
  • Experience of developing and nurturing positive relationships and influencing people at various levels & positions
  • Knowledge of telecommunications technologies
  • Understanding of CIP and SIP processes
  • Security Clearance required, with potential of higher clearance in the future
  • previous ITIL experience desirable

Nice to have

  • Previous ITIL experience
  • Ability to multi-task and escalate through matrix

What we offer

  • Excellent basic salary plus bonus and Vodafone benefits
  • up to 28 days off plus bank holidays
  • paid time for charity work
  • discounts
  • vouchers
  • pension plan
  • learning tools
  • parental leave policies
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