Sr. Service Desk Advisor-Senior Executive

Who we are

• Serve as the first point of contact for business customer requests through calls and chats.
• Capture complete and accurate information and create incident or service-change records.
• Perform initial diagnosis and resolve requests at first contact wherever possible.
• Accurately assign unresolved incidents to the appropriate Level 2 support teams or third-party suppliers.
• Provide timely customer updates throughout the incident and change lifecycle.
• Coordinate across multiple resolver groups to deliver consolidated responses within agreed service levels.
• Escalate Priority 1 and at-risk incidents using the correct notification and escalation procedures.
• Investigate monitoring alerts and raise incidents where required.
• Progress service changes and record customer complaints effectively.
• Follow documented operational processes and identify opportunities for improvement.
• Collaborate with Operations, Service Managers, Account Managers, technical teams and external resolver groups.
• Maintain current knowledge of products, services, customer requirements and support processes.
• Contribute to business, departmental and individual objectives while protecting customer experience.

Who you are

• Experience in customer relationship management.
• Knowledge of CCNA routing and switching concepts.
• Excellent written and verbal communication skills.
• Understanding of customer business needs and requirements.
• Good analytical and interpersonal skills.
• Ability to work effectively with both internal teams and third-party suppliers.
• Customer-focused and proactive approach to service delivery.
• Ability to work in rotational shifts.

• Basic IP networking and Cisco product knowledge.
• Basic understanding of ADSL and internet services.
• Basic knowledge of IP VPN, DSL, leased lines and SD-WAN technologies.
• Experience using network monitoring tools for basic diagnosis.
• CCNA or IT service management certification.

• Demonstrates a customer-first mindset and seeks effective resolution.
• Acts with speed and efficiency while maintaining accuracy.
• Communicates clearly and maintains high-quality records.
• Follows agreed processes and provides reliable information.
• Identifies process improvement opportunities and recommends practical solutions.
• Collaborates across teams to achieve successful customer outcomes.
• Remains calm and disciplined when working under time-sensitive and SLA-driven environments.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly?

At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Opportunity to work within a global business customer support environment.
• Exposure to enterprise networking technologies and service management processes.
• Collaboration with technical teams, service managers and external partners across multiple functions.
• Experience managing incidents, service requests and customer communications in a fast-paced operational setting.
• Development of customer engagement, problem-solving and stakeholder management capabilities.
• Opportunity to contribute to service improvements and operational excellence initiatives.

What skills you will learn

• Incident management and service desk best practices.
• Customer communication and relationship management.
• Escalation management and service level agreement adherence.
• Basic network troubleshooting and diagnostic techniques.
• Use of network monitoring and operational support tools.
• Cross-functional stakeholder management and collaboration.
• Service change coordination and operational process improvement.
• Exposure to IP networking, VPN, DSL, leased line and SD-WAN technologies.

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