VodafoneThree - Service Desk Analyst

Location: Farnborough (onsite) Salary: Excellent basic salary plus bonus and Vodafone benefits Working Hours: Full time 38.5 hours per week - 2 day shifts from 7 AM to 7 PM, 2 night shifts from 7 PM to 7 AM, 4 days off rotational 12-hour shifts (Sunday - Sunday Rotation) Security Clearance: This position requires the ability & willingness to undergo and obtain a Secure Vetting (SC) clearance.

What you'll do

The VBSE ENOC Service Desk Analyst provides 24x7x365 first line and advanced support for key Vodafone business customers. The role is responsible for managing incidents and service requests across a broad range of technologies, ensuring timely resolution and consistent delivery against contracted SLAs. Working within a fast paced operational environment, the analyst supports the full incident lifecycle - triage, diagnosis, escalation, Service Incident Management, communication, and resolution - while maintaining high standards of customer service. This varied role contributes to operational excellence through proactive monitoring, trend identification, effective collaboration, and continuous improvement. You will be expected to carry out any other duties that may reasonably be required in line with your main duties.

Incident Management & Service Delivery

• Manage incident tickets from initial triage through to resolution, covering both straightforward and complex technical issues.
• Act as the first point of contact for fault resolution and customer communication, ensuring clear, timely updates throughout the incident lifecycle.
• Conduct proactive monitoring of customer services to identify early indicators of issues and raise faults as needed.
• Apply Service Incident Management protocols and drive escalations when necessary, supporting the Service Incident Manager during high priority events.
• Lead and participate in technical or incident calls, driving progress toward resolution.
• Document actions, updates, and best practices accurately to maintain high-quality records and knowledge sharing.

Operational Excellence

• Analyse incident data to identify recurring trends and opportunities for service improvement.
• Contribute to Continuous Improvement Plans (CIPs) and Service Improvement Plans (SIPs).
• Ensure ticket handling meets quality and productivity expectations, achieving performance against SLAs and KPIs.
• Maintain meticulous attention to detail when validating, repairing, tracking, and progressing tickets.

Customer & Stakeholder Engagement

• Deliver a high standard of customer service, managing sensitive situations with empathy, professionalism, and confidence.
• Build strong working relationships with internal teams, technical specialists, resolving groups, and customer stakeholders.
• Handle customer complaints effectively, ensuring timely resolution within agreed SLAs.

Who you are Essential

• Experience in ticket management and escalation within a technical or service environment.
• Strong customer service delivery background.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to identify patterns and trends.
• Eligibility for Security Clearance is required, with the possibility of progressing to higher level vetting (DV) in future.

Desirable

• ITIL 4 certification.
• Service Incident Management experience.
• Knowledge of telecommunications technologies.
• Experience with Fixed Line Remedy systems.
• Understanding of CIP and SIP processes.

What we offer

We care about our people's success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top notch parental leave policies.

Need to Know

We 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 for guidance.