Service Desk Advisor

Manchester, Greater Manchester
  1. Full Time
  2. IT/Technology
Posting date:10 May, 2018

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. 

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

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