Share this Job

Service Desk Adviser (Night Shifts)

Date: Dec 30, 2021

Location: Manchester/Glasgow, GB

Company: Vodafone

Long Description

Role title:  Adviser (Service Desk)    
Function:  VBCO Service Desks    
Department:  VBCS&O
Reports to:  Team Leader    
Location: UK wide (Manchester/Glasgow/Newbury contractually)

Long Description

Role purpose: 
To ensure that our Global business customers that contact the Service Desk receive the best possible customer experience and quickest possible resolution of their query.  Contact is multi-channel, multi-lingual and we strive to resolve customer queries at the first point of contact; 24hrs a day 7 days a week. The service desk provides the interface for customers into Vodafone and as such is responsible for ensuring any impact to the customer’s business is minimised.  The Service Desk is fundamental to the both the immediate customer impression but also sets the tone for the ongoing customer relationship.  

 

Key accountabilities and decision ownership: 
•    Incident Management – ownership and driving resolution of incidents and first point of contact resolution of faults and requests.
•    Accountable for proactive and reactive customer communication throughout the life of the incident providing timely, relevant and useful input in line with client agreed SLAs.
•    Validate, repair, track and drive all tickets in line with agreed quality measures.
•    Continuous Service Improvement – identification of opportunities within the operation to reduce process and support gaps.  Improve customer experience, reduce escalation and improve client NPS whilst following ISO guidelines.
•    Working collaboratively within the Service Desk environment and within ISO9001/27001 guidelines across support functions and various suppliers.
•    Support audit activity    Core competencies, knowledge and experience [max 5]:
•    Customer Centric
•    Effective Communicator
•    Ability to deliver results in a fast paced environment.
•    Works in a team and relates to others effectively
•    Role Model for the function and driver of employee engagement, maintaining high standard of professionalism in line with agreed code of conduct. Introduce to all role profiles

Long Description

Core competencies, knowledge and experience:
•    Customer Centric
•    Effective Communicator
•    Ability to deliver results in a fast paced environment.
•    Works in a team and relates to others effectively
•    Role Model for the function and driver of employee engagement, maintaining high standard of professionalism in line with agreed code of conduct. Introduce to all role profiles

 

Must have technical / professional qualifications: 
•    Excellent Written and Verbal Communications skills in English
•    Fixed and Wireless Networking infrastructure experience is useful, knowledge of DSL, IPVPN, WAN, VONE is highly desirable but not essential Reword to bring in other products (mobility iot etc)
•    Service Desk / Help Desk experience (1yr+)
•    An understanding of the principals of ITIL is useful, but not essential

 

Key performance indicators:
•    Quality Framework and Customer Satisfaction (NPS) split in to two
•    1st line resolution (FPOC) reword
•    RiSLA and MTTR.

Long Description

What is the key to our success? It’s simple – our people. Across a Global footprint, we believe we’re at our best when you’re at yours. From our diverse workforce, our flexible working policies to our creative work spaces, we embrace a culture of learning and sharing to develop our next stage growth. It’s in our hearts to push forward, to create a better future, to never rest and find new ways that help people communicate. 

 

We are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded. We respect, value and celebrate our people’s individual differences - we are not only multinational but multicultural too.  Our excellent flexible benefits programme allows you to choose what’s right for you.  Our Vodafone Foundation gives the ability for our people to give something back. We embrace empowering our people to shape their world. 

 

The future is exciting. Ready?