обновлено 5 дней назад
VBSE Service Desk Analyst (Cybersecurity)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
VBSE Service Desk Analyst (Cybersecurity): Managing incidents, service requests, escalations, and proactive monitoring for mission-critical services supporting Vodafone business customers with an accent on technical support, service continuity, and customer communication. Focus on coordinating high-priority incident resolution, analysing trends, maintaining operational knowledge, and driving continuous service improvements.
Location: Farnborough, United Kingdom — on-site working required. Full-time rotational 12-hour shifts: two day shifts from 7 AM to 7 PM, two night shifts from 7 PM to 7 AM, followed by four days off.
Company
builds and operates telecommunications infrastructure, including 5G and digital connectivity services, and its Business Security Enhanced division supports the UK's critical national infrastructure and public sector organisations.
What you will do
- Manage incidents and service requests from initial triage through resolution, providing timely customer updates.
- Coordinate with technical teams and stakeholders during service disruptions and high-priority incidents.
- Monitor customer services proactively and identify issues before they escalate.
- Lead or contribute to incident review calls, escalations, and service incident management activities.
- Maintain operational records and knowledge articles while analysing incident trends.
- Contribute to Continuous Improvement Plans and Service Improvement Plans, service-level delivery, and team knowledge sharing.
Requirements
- Experience managing tickets, incidents, or escalations in a technical support, service desk, or operational environment.
- Customer-focused approach with strong communication skills for technical and non-technical audiences.
- Strong problem-solving, analytical, organisational, and prioritisation skills.
- High attention to detail, accurate documentation habits, resilience, and adaptability.
- Willingness to work the stated rotational day and night shift pattern on site.
- Ability and willingness to undergo and obtain Secure Vetting (SC) clearance; employment is subject to criminal and financial background checks.
Nice to have
- Experience with Service Incident Management.
- Knowledge of telecommunications technologies or Fixed Line Remedy systems.
- ITIL 4 certification.
Culture & Benefits
- Full-time employment with a 37.5-hour weekly schedule.
- Salary with bonus and benefits.
- Up to 28 days of annual leave plus bank holidays.
- Pension plan, discounts, vouchers, parental leave, and learning tools.
- Paid time for charity work and reasonable adjustments during recruitment where needed.
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