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- Tasks: Manage and resolve customer incidents, ensuring minimal disruption and excellent service.
- Company: Join VodafoneThree, a leader in building the UK's best network for connectivity and community empowerment.
- Benefits: Enjoy competitive pay, bonuses, up to 28 days off, and personalised benefits for you and your family.
- Why this job: Be part of a team that values diversity, innovation, and making a real impact on communities.
- Qualifications: Previous ticket management experience is essential; ITIL 4 qualification is desirable.
- Other info: We encourage unique applicants; your individuality matters here!
The predicted salary is between 30000 - 42000 £ per year.
If we can connect, we can create a better future. Join us.
Find out how well you match with this job
Location: Fully onsite in Farnborough Office
Salary: Excellent basic salary plus shift allowance, bonus and Vodafone benefits
Working Hours: 24/7 4 days on 4 days off (2 day shifts 07:00 – 19:00 and 2 night shifts 19:00 – 07:00) Including bank holidays.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.
We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.
We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.
We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.
We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.
Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK\’s Critical National Infrastructure and public sector organisations.
What you’ll do
For key named Vodafone customers, the VBSE ENOC Senior Service Desk Advisor manages a variety of tickets from basic to complex and drives escalations using Service Incident Management protocols. You will provide a seamless resolution of an incident to ensure minimal disruption and restoration of service, whilst meeting customer SLA’s. You will own and 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.
We drive a culture of continuous improvement and constantly seek to improve positive customer outcomes, eliminate waste and increase efficiency, productivity and overall performance that is gauged through a set of complex metrics and data from performance related Incident Management.
You will:
- Fully support the ENOC Service Desk in Incident Management tickets from swivel chair tickets through to more complex ticket management, proactive monitoring and pre-empting a potential issue.
- Proactively run escalations using Service Incident Management protocols and support the Service Incident Manager when needed.
- Own and drive resolution of incidents, be first point of contact for resolution of faults and requests. Be accountable for proactive and reactive communication.
- Validate, repair, track and drive all tickets in line with agreed quality measures.
- Join conference or technical calls as required –driving the call for solution and fix. Demonstrating an open and willing mindset whilst remaining empathetic and professional to the customer
- Analyse tickets to recognise common trends
- Support the wider service desk in all tasks and functions, working to the ethos of being one team and getting it done together.
- Be accountable for dealing with customer complaints accurately, professionally and with empathy within agreed Service Level agreements.
Who you are
You will have:
- Previous experience of ticket management and escalation is essential.
- Experience of developing and nurturing positive relationships and influencing people at various levels & positions
- A willingness to learn.
- Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of necessary desired outcome.
- Ability to work under minimal supervision, high pressured environment, ability to evaluate a situation and formulate a plan for solution.
- The ability to handle difficult and sensitive situations by making decisions against competing deadlines.
- The ability to communicate with stakeholders at all levels
- Meticulous attention to detail
- ITIL 4 Qualification is desirable, you will be expected to obtain the qualification whilst in your role
- Eligibility for SC Clearance.
Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.
Need to know
We 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/reasonable-adjustments/ for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
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VodafoneThree - Service Desk Advisor employer: Vodafone Group Plc
Contact Detail:
Vodafone Group Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VodafoneThree - Service Desk Advisor
✨Tip Number 1
Familiarise yourself with Vodafone's values and mission. Understanding their commitment to connectivity and community will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Brush up on your incident management skills. Since the role involves managing a variety of tickets, being able to demonstrate your experience in handling both basic and complex issues will set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving abilities. Think of examples where you've successfully resolved customer complaints or escalated issues, as this will highlight your capability to handle high-pressure situations.
✨Tip Number 4
Showcase your teamwork skills. The job emphasises collaboration across multi-functional teams, so be ready to discuss how you've worked effectively with others to achieve common goals in previous roles.
We think you need these skills to ace VodafoneThree - Service Desk Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ticket management and customer service. Use keywords from the job description, such as 'incident management' and 'escalation', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed tickets or resolved customer issues in the past, showcasing your problem-solving skills.
Showcase Your Soft Skills: Emphasise your ability to communicate effectively and handle difficult situations with empathy. Provide examples of how you've built positive relationships with customers or colleagues, as this is crucial for the Service Desk Advisor role.
Prepare for Potential Questions: Think about common interview questions related to incident management and customer service. Prepare answers that reflect your experience and approach to problem-solving, ensuring you can articulate your thought process clearly.
How to prepare for a job interview at Vodafone Group Plc
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Service Desk Advisor. Be prepared to discuss how your previous experiences align with the tasks mentioned, such as incident management and customer communication.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to provide examples of how you've handled complex issues in the past. Highlight your ability to analyse problems, identify trends, and implement effective solutions, as this is crucial for the role.
✨Demonstrate Empathy and Communication
Since the role involves dealing with customer complaints and providing support, it's important to showcase your empathetic approach. Practice articulating how you would handle difficult situations while maintaining professionalism and clear communication.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest in the position but also helps you determine if VodafoneThree is the right fit for you.
