Service Desk Analyst Job at Vodafone (Farnborough)

Job Description

The VBSE ENOC Service Desk Analyst provides 24x7x365 first line and advanced support for key Vodafone business customers. The role is responsible for managing incidents and service requests across a broad range of technologies, ensuring timely resolution and consistent delivery against contracted SLAs. Working within a fast paced operational environment, the analyst supports the full incident lifecycle—triage, diagnosis, escalation, Service Incident Management, communication, and resolution—while maintaining high standards of customer service. This varied role contributes to operational excellence through proactive monitoring, trend identification, effective collaboration, and continuous improvement.

Job Responsibility

Manage incident tickets from initial triage through to resolution, covering both straightforward and complex technical issues
Act as the first point of contact for fault resolution and customer communication, ensuring clear, timely updates throughout the incident lifecycle
Conduct proactive monitoring of customer services to identify early indicators of issues and raise faults as needed
Apply Service Incident Management protocols and drive escalations when necessary, supporting the Service Incident Manager during high priority events
Lead and participate in technical or incident calls, driving progress toward resolution
Document actions, updates, and best practices accurately to maintain high-quality records and knowledge sharing
Analyse incident data to identify recurring trends and opportunities for service improvement
Contribute to Continuous Improvement Plans (CIPs) and Service Improvement Plans (SIPs)
Ensure ticket handling meets quality and productivity expectations, achieving performance against SLAs and KPIs
Maintain meticulous attention to detail when validating, repairing, tracking, and progressing tickets
Deliver a high standard of customer service, managing sensitive situations with empathy, professionalism, and confidence
Build strong working relationships with internal teams, technical specialists, resolving groups, and customer stakeholders
Handle customer complaints effectively, ensuring timely resolution within agreed SLAs

Requirements

Experience in ticket management and escalation within a technical or service environment
Strong customer service delivery background
Excellent written and verbal communication skills
Strong analytical skills with the ability to identify patterns and trends
Eligibility for Security Clearance is required, with the possibility of progressing to higher level vetting (DV) in future

Nice to have

ITIL 4 certification
Service Incident Management experience
Knowledge of telecommunications technologies
Experience with Fixed Line Remedy systems
Understanding of CIP and SIP processes

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
career development through learning tools
parental leave policies

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Service Desk Analyst

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