• United Kingdom, Uk

Job Description:

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 Vodafones 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 dedicated 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 dynamic 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

Commitment from Vodafone

Vodafone is committed to attracting, developing and retaining the best people by offering a motivating and inclusive workplace in which talent is truly recognised, developed and rewarded We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of peoples individual differences - we are not only multinational but multicultural too At Vodafone you will have access to our excellent benefits programme that you would expect from any global company If you have any questions, please dont hesitate to reach out to us on

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The future is exciting Ready

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:


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