VodafoneThree - VBSE Service Desk Anaylist

Working hours: Full time - 37.5 hours per week - Monday to Sunday - Shifts between 7 AM and 7 PM - working bank holidays and weekends Working in a fast-paced, collaborative environment, you'll be the trusted first point of contact for technical support, helping resolve incidents, coordinating with specialists, and ensuring customers receive outstanding service. You'll have the opportunity to develop your technical expertise, influence service improvements, and make a visible impact on customer experience every day. Manage incidents and service requests from initial triage through to resolution, ensuring customers receive timely updates and support. Act as a key point of contact during service disruptions, coordinating with technical teams and stakeholders to drive swift outcomes. Monitor customer services proactively, identifying potential issues before they escalate and taking appropriate action. Support service incident management activities, including escalations and participation in high-priority incident events. Lead or contribute to technical and incident review calls, helping teams stay aligned and focused on resolution. Maintain accurate documentation, knowledge articles, and operational records to support continuous learning and service excellence. Analyse incident trends and patterns, using insights to identify opportunities for service improvement. Contribute to Continuous Improvement Plans (CIPs) and Service Improvement Plans (SIPs) that enhance customer outcomes and operational efficiency. Deliver against service levels, quality standards, and key performance measures while maintaining exceptional attention to detail. Build strong relationships with customers, stakeholders, and technical teams, creating a positive and collaborative experience for everyone involved. Support knowledge sharing, process improvement initiatives, and the onboarding of new team members. Experience managing tickets, incidents, or escalations within a technical support, service desk, or operational environment. A customer-focused mindset with a passion for delivering outstanding service and building trust with stakeholders. Strong communication skills, with the confidence to engage effectively across both technical and non-technical audiences. Excellent problem-solving and analytical abilities, with the capability to identify trends and make informed decisions. The ability to stay organised, prioritise effectively, and perform well in a fast-paced environment with competing demands. High attention to detail and a commitment to maintaining quality standards and accurate documentation. A collaborative approach, with a willingness to share knowledge, support colleagues, and contribute to an inclusive team culture. Resilience, adaptability, and the confidence to handle sensitive or challenging situations professionally. A commitment to continuous learning, personal development, and improving ways of working. Experience with Service Incident Management, telecommunications technologies, Fixed Line Remedy systems, or ITIL 4 certification would be advantageous. Eligibility to obtain SC clearance (British nationality required). A full UK driving licence with access to a vehicle. Ability to commute to the office within 60 minutes, as this is an office-based position.