VodafoneThree - Service Desk Adviser

Working Hours: This role operates on a 37.5 hr shift pattern ( Covering hours between 7am - 7pm) includes weekend/bank holiday working. You will drive operational excellence of Managed Devices, Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies, by being part of a team providing 24x7x365 support across multi-functional teams in various domains throughout their lifecycle. This role follows ITIL framework so therefore previous experience is desirable, the ability to multi-task and be confident in escalating through the matrix as required is essential. Security Clearance is required, with the potential of higher clearance in the future, therefore any successful candidate may be requested to undergo DV Vetting. Fully support the ENOC Service Desk for all customers and accountabilities driving excellence in achieving SLA's & KPI's Logging details of a customer incident - providing basic triaging, ensuring that accurate and relevant information is obtained. Handing off incidents to the correct resolving agency within agreed timescales Analyse tickets in progress and prioritise and progressing for resolution. Quality check tickets to ensure they are clear, concise and correct. Own and drive incident resolution with various 3rd parties, invoking the escalation process with you being L1/2 escalation. Support internal customers/systems, working to the ethos of being one team. Adhere to the departmental Escalations & Major Incident Process relevant for each customer Assist with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process. Improve team efficiency by highlighting amendments to Local Work Instructions where needed Accountable for dealing with Incident customer complaints accurately, professionally with empathy following agreed Service Level agreements. Ticket Management Basic technical understanding of IT systems and a desire to gain further experience. Customer Service Experience of developing and nurturing positive relationships and influencing people at various levels & positions Knowledge of telecommunications technologies Understanding of CIP and SIP processes