Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch customer service and manage incidents for Vodafone's key clients.
- Company: Vodafone is a global leader in connectivity, committed to building a better, more inclusive future.
- Benefits: Enjoy competitive pay, bonuses, up to 28 days off, and personalised benefits.
- Why this job: Join a dynamic team making a real impact on communities and businesses across the UK.
- Qualifications: Basic IT knowledge and strong communication skills are essential; ITIL qualification is a plus.
- Other info: Embrace a culture of inclusion where your unique experiences are valued.
The predicted salary is between 24200 - 32600 £ per year.
Press Tab to Move to Skip to Content Link
Select how often (in days) to receive an alert:
Select how often (in days) to receive an alert:
Business Area: Local Vodafone Business Unit
Posting Country: United Kingdom
Date Posted: 1 Aug 2025
Full Time / Part Time: Full Time
Contract Type: Permanent
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it\’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Location: Fully onsite in Farnborough Office
Salary: £ 29,215 per annum plus shift allowance
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 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.
This role follows ITIL framework so therefore previous experience is desirable, the ability to multi-task and be confident in escalating through the matrix as required is essential.
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 for all customers and accountabilities driving excellence in achieving SLA’s & KPI’s
- Log details of a customer incident – providing basic triaging, ensuring that accurate and relevant information is obtained. Handing off incidents to the correct resolving agency within agreed timescales
- Maintain existing customer relationships and function as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE adds value.
- Analyse tickets in progress and prioritise and progressing for resolution.
- Quality check tickets to ensure they are clear, concise and correct.
- 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.
- Adhere to the departmental Escalations & Major Incident Process relevant for each customer
- Assist with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process.
- Improve team efficiency by highlighting amendments to Local Work Instructions where needed
- Be accountable for dealing with Incident customer complaints accurately, professionally with empathy following agreed Service Level agreements.
Who you are
You will have:
- 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
- Knowledge of Continuous Improvement Plans (CIP) and Service Improvement Plans (SIP)
- Experience in analysing information, understanding, and identifying problems.
- Excellent communication, presentation, and inter-personal skills
- Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making decisions against competing deadlines
- ITIL 4 Qualification is desired or is willing to undertake the qualification
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/applying-to-us/ ) 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.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
Provider
Description
Enabled
- \”route\” is used for session stickiness
- \”careerSiteCompanyId\” is used to send the request to the correct data centre
- \”JSESSIONID\” is placed on the visitor\’s device during the session so the server can identify the visitor
Provider
Description
Enabled
Google Analytics
Provider
Description
Enabled
#J-18808-Ljbffr
VodafoneThree - Service Desk Advisor employer: Vodafone
Contact Detail:
Vodafone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VodafoneThree - Service Desk Advisor
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role follows its principles. Understanding the basics of incident management and service delivery will give you a solid foundation to discuss during your interview.
✨Tip Number 2
Showcase your ability to build relationships by preparing examples of how you've successfully interacted with customers or colleagues in previous roles. This will demonstrate your interpersonal skills, which are crucial for a Service Desk Advisor.
✨Tip Number 3
Research Vodafone's current initiatives and values, especially around inclusivity and sustainability. Being able to speak about how your personal values align with theirs can set you apart as a candidate who truly understands the company culture.
✨Tip Number 4
Prepare to discuss your problem-solving skills by thinking of specific instances where you've identified issues and implemented solutions. This will highlight your analytical abilities, which are essential for managing incidents effectively.
We think you need these skills to ace VodafoneThree - Service Desk Advisor
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Service Desk Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and IT support. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet SLAs and KPIs.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and Vodafone's mission. Mention specific examples of how you've successfully handled customer incidents or improved processes in previous roles, showcasing your problem-solving skills.
Showcase Your Soft Skills: Highlight your communication and interpersonal skills in both your CV and cover letter. Provide examples of how you've built positive relationships with customers or colleagues, as these are crucial for the Service Desk Advisor role.
How to prepare for a job interview at Vodafone
✨Understand the ITIL Framework
Since this role follows the ITIL framework, it's crucial to familiarise yourself with its principles. Brush up on incident management processes and be ready to discuss how you've applied these concepts in previous roles or how you plan to implement them.
✨Showcase Your Customer Service Skills
As a Service Desk Advisor, you'll need to demonstrate excellent customer service abilities. Prepare examples of how you've successfully handled customer complaints or difficult situations in the past, highlighting your empathy and problem-solving skills.
✨Emphasise Continuous Improvement
Vodafone values a culture of continuous improvement. Be prepared to discuss any experiences you have with identifying inefficiencies and implementing changes that led to better outcomes. This shows your proactive approach and commitment to enhancing team performance.
✨Be Authentic and Personable
Vodafone is looking for authenticity in candidates. During the interview, let your personality shine through. Share your unique experiences and how they shape your approach to work, as this will help you connect with the interviewers and demonstrate your fit within their inclusive culture.
