VodafoneThree - Service Desk Analyst

Job Description

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.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

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

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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 (https://careers.vodafone.com/uk/reasonable-adjustments/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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