Service Desk Advisor

Manchester, Greater Manchester
  1. Full Time
  2. IT/Technology
257304
Posting date:07 Aug, 2019
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Service Desk Advisor

Location: Manchester
 

Role Profile:

Do you love to solve issues and share your knowledge? At Vodafone, industry leading products come supported by best in class Advisers. Trustworthy troubleshooting, skilled triage and incident management are just part of the equation — we want our customers to be happy with every interaction they have with us. 

 

Group Enterprise Operations (GEO) provide customer and technical support globally to Vodafone’s Enterprise customers. Group Enterprise Operations manage the full product portfolio across mobility, fixed line services and unified communications.

 

As a Service Desk Advisor, you will promote and demonstrate all our values, striving to provide first contact delight for all Vodafone business customers.  Acting in the long term interest of our brand and its customers, you will embrace our ‘customer obsessed’ vision, enabling Vodafone to continue provide an excellent support service, with fantastic fix rates across a variety of Vodafone products and services.

 
 

Key Responsibilities include:

 
  • Effective 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

  • Working collaboratively within the Service Desk environment and across support functions and various suppliers 

You will be:
 
  • Customer Centric

  • Effective Communicator

  • Ability to deliver results in a fast paced environment

  • Team worker and relates to others effectively

  • Role Model for the function and driver of employee engagement 

You will have:

 
  • Excellent Written and Verbal Communications skills in English

  • Service Desk / Help Desk experience

  • Experience and knowledge of converged services including mobility is useful, knowledge of DSL, IPVPN, WAN, VONE is highly desirable but not essential.

  • An understanding of the principals of ITIL is useful, but not essential 

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.

 

To discover more about how Vodafone Group leads the way in Diversity & Inclusion and hear our CEO Vittorio Colao talk about how he is listed as one of the top 10 men fighting for gender diversity, please click here.

 

The future is exciting. Ready?

 

For any technical difficulties with submitting your application, please contact group.resourcing@vodafone.com

 

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