Who we are VOIS Vodafone Intelligent Solutions is a strategic arm of Vodafone Group Plc creating value for customers by delivering intelligent solutions through Talent Technology Transformation As the largest shared services organisation in the global telco industry with 30 000 FTE our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group local markets and partner markets to simplify and drive growth With our strategic partner Accenture we work alongside our Vodafone customers other Telco and tech companies to drive transformation meet the challenges of our industry and ensure we stay relevant and resilient This partnership is a unique industry-first model which brings together the best of in-house and 3rd party capability We work with customers across 28 countries from 10 VOIS locations Albania Egypt Hungary India Romania Spain Turkey UK Germany Ireland and with a network of teams in Czech Republic Italy Greece and Portugal VOIS BeUnrivalled CreateTheFuture About this Role We are seeking an individual to support UK Mobile Field Dispatch operations by conducting ticket triage ensuring accurate and timely field assignments and maintaining continuous engagement with assurance field and incident management teams The role requires strong organisational skills the ability to interpret technical information and readiness to work in a fast-paced 24x7 environment while contributing to operational excellence and service quality What you will do Conduct initial triage of fault tickets and provide analysis to ensure accurate dispatch Allocate reactive and planned work to Field Engineers through manual assignment or automation tools Collaborate closely with NOC teams and stakeholders to support continuous improvement initiatives Monitor ticket allocations through to resolution following escalation procedures where necessary Assist engineers by securing climbing permissions access approvals health and safety documentation and other third-party services as required Support Dispatch KPIs by generating escalation and post-failure reports Provide high-quality operational support to internal teams and external customers Monitor jeopardy alerts and provide timely assistance to engineers Maintain clear concise ticket notes including access references approvals and confirmation details Comply with field and customer procedures to ensure safe and legal access to all sites Provide constant telephone and email support through designated channels Secure necessary Purchase Orders payment details and documentation for access applications Comply with landlord procedures including security and special clearance requirements Monitor and optimise work queues to ensure SLA adherence Follow Disaster Recovery procedures during equipment failures Contribute to the development of tools processes and procedures to enhance operational performance Who you are Possess a qualification in Electrical Engineering Telecommunication Engineering or an equivalent field Bring 2 years of experience in Telecom BPO or KPO sectors Have experience working in a fast-paced dispatch environment ideally within ICT Able to interpret technical details from fault tickets and dispatch within KPI commitments Experienced in ICT operations involving fault ticket management Skilled in influencing and coordinating internal and external teams Highly organised with solid multitasking abilities Proficient in Microsoft Word Excel PowerPoint and Project Knowledge of Remedy or equivalent ticketing systems preferred Able to tailor communication styles for different stakeholders Understand health and safety considerations in field operations Demonstrate customer focus accountability teamwork and determination Not a Perfect Fit Concerned you may not meet every requirement Vodafone is committed to creating an inclusive workplace where everyone can thrive If you are excited about this role but your experience does not align exactly with every aspect of the job description you are encouraged to apply You may be the right candidate for this or another opportunity and the recruitment team will support you in exploring where your skills fit best What s in it for you What skills you will learn VOIS Equal Opportunity Employer Commitment Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves No form of discrimination is tolerated This includes but is not limited to discrimination based on race colour age veteran status gender identity gender expression sexual orientation pregnancy maternity or parental status ethnicity disability religion or belief political affiliation trade union membership nationality citizenship indigenous status medical condition HIV status neurodiversity social origin cultural background marital or civil partnership status or socio-economic background Join Us At Vodafone we re working hard to build a better future - a more connected inclusive and sustainable world As a dynamic global community it s our human spirit together with technology that empowers us to achieve this We challenge and innovate to connect people businesses and communities across the world Delighting our customers and earning their loyalty drive us and we experiment learn fast and get it done together With us you can truly be yourself and belong share inspiration embrace new opportunities thrive and make a real difference Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud JDEnhancedByTARA Follow us on social media and StayConnected LinkedIn Facebook Instagram Chat with our employees Vodafone is committed to attracting developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business We actively encourage everyone to consider becoming a part of our journey