Job Details of Service Desk Advisor

Location: Full-time Remote Working
Salary: £25,358 basic salary + quarterly bonus
Working Hours: 37.5 hours per week, Monday - Sunday 07:00 - 19:00

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  Homebased

At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do

As a Service Desk Adviser, you will be dealing with high profile clients and managing tickets according to set timescales and severity. You will quickly and calmly identify our customers needs and respond appropriately to the severity of the incident. Using your communication and interpersonal skills you will record and prioritise a range of incidents whilst managing customers’ expectations around resolution times.

You’ll be responsible for taking ownership of high-impacting incidents as they are raised, making sure that we are using contact points around the wider business and beyond to drive a prompt resolution.

Customer service is key in this role to ensure we deliver the very best care to our customers through effective relationship building. Efficiency is also important to succeed, as you will be managing a diverse workload, which will include handling inbound and outbound calls, also responding to emails & web chat messages.

Who you are

• You will need to be customer focussed with excellent communication skills, both verbal and written
• Ability to multitask and work to tight deadlines and possess good analytical skills
• Ability to work under pressure whilst maintaining a professional manner
• Previous Service Desk experience is desirable
• High attention to detail
• Experience of prioritizing workload and reviewing allocated queue preferred but not essential
• IT Literate - Being able to navigate and utilise many systems
• Resilient - able to adapt to the regular changes in policies and process within the role

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.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK 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-vodafone/) for guidance.

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