Role descriptionTurnaround time of requests and incidents coming in the queue via various channels.Quality of incident management.Productivity/throughputUpdate documentation for new processes and changes.Knows when and how to escalate to next level and also to de-escalateProvide L0 and L1 technical support aimed at logging all calls and ensuring that SLAs are being adhered to.Manage Escalation of technical issues to Managed Services in line with defined SLAs as appropriate.Working as part of the team to ensure the department offers World Class Customer Service at all times.Resolve, trouble shoot help desk to help desk and end-user.Upskill on new products/process within remitDesired ProfileEssential – Knowledge of Fundamentals of CCNA Routing and Switching , ITIL proficiency, NOC environment experience, LAN WAN technology expertise, Thorough knowledge of Cisco network elements (hands-on).Desired – CCNP Routing and Switching, Transmission knowledge, Exposure / experience working on Remedy / Netcool / Infovista / Smarts, knowledge of carrier level network topologiesNot a perfect fit?Worried that you don't meet all the desired criteria exactly? At Vodafone 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's in it for youWe want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.Who we areYou may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.Together we can.
