Service Desk Adviser

Job Title: Service Desk Adviser – Core Hours
Department/Function: Vodafone Intelligent Services (_VOIS) Service Desks
Reports to: Service Desk Team Leader
Salary: £22,880 basic salary – Potential end of year bonus, based on individual and Company performance
Hours: 37.5 per week. This is a shift-based role and will require you to be flexible and available to work Monday to Sunday, between 7am to 7pm
Location: Home-Based – Permanent

What will you be doing?
As a Service Desk Adviser, you play an integral part in keeping our Global (fixed technology) Customer’s connected. Using your communication and interpersonal skills, you will record and prioritise a range of incidents whilst managing customers’ expectations around resolution times.

Taking ownership of high-impacting incidents by quickly co-ordinating a recovery plan with wider business and beyond contact points is key to helping deliver a world class customer experience and prompt resolution.

Contact is multi-channel and we strive to resolve customer queries at the first point of contact; 24hrs a day 7 days a week. Being a high-performing Service Desk Adviser is fundamental to the both the immediate customer impression but also sets the tone for the ongoing customer relationship.

• Customer focused with excellent communication skills (verbal, written and listening)
• Ability to multi-task and work under pressure whilst maintaining a professional manner
• Fixed and Wireless Networking infrastructure experience is useful, but not essential – IP-VPN, DSL & Telephony
• Previous Service Desk/Incident Management experience is useful, but not essential
• An understanding of the principals of ITIL is useful, but not essential

• Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds: Min Download speed – 10Mbps, Min Upload Speed – 5Mbps
• Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection
• You will need a desk and suitable chair to work from comfortably and professionally
• You will be provided with a laptop and company mobile, additional items (headset, keyboard, mouse etc) can be ordered through the system upon joining the business

• 28 days holiday (with the option to buy or sell 5 days) plus public holidays
• Flexible working
• Pension matching scheme of up to 10%
• 5 paid days leave for charity projects
• MyChoices portal - cycle to work scheme, 100’s of retail discounts, shares and salary sacrifice schemes
• Vodafone family and friends discount
• Global parental leave policy for all new parents which includes 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary
• Access to Vodafone Learning Organisation (GROW) and LinkedIn Learning

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.