Vodafone Part Time Jobs – Service Desk Adviser

Website Vodafone

Job Description:

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.

Job Responsibilities:

  • Support audit activity Core competencies, knowledge and experience [max 5]:
  • Customer Centric
  • 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.
  • Ability to deliver results in a fast paced environment.
  • 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
  • Effective Communicator
  • Incident Management – ownership and driving resolution of incidents and first point of contact resolution of faults and requests.
  • Working collaboratively within the Service Desk environment and within ISO9001/27001 guidelines across support functions and various suppliers.
  • Works in a team and relates to others effectively

Job Requirements:

  • Service Desk / Help Desk experience (1yr+)
  • An understanding of the principals of ITIL is useful, but not essential
  • Works in a team and relates to others effectively
  • Customer Centric
  • Ability to deliver results in a fast paced environment.
  • Excellent Written and Verbal Communications skills in English
  • Effective Communicator
  • 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)

Job Details:

Company:  Vodafone

Vacancy Type:  Full Time

Job Location: Glasgow, Scotland, UK

Application Deadline: N/A

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