Job Description We are looking for a Mobile Analyst to join our dedicated service team, supporting the delivery of high-quality, time-critical mobile services to our customers. In this customer-facing role, you will be responsible for the end-to-end management of mobile-related incidents and service requests – ensuring an outstanding support experience and helping to drive continual service improvement. You’ll play a key role in providing timely, efficient, and professional resolution to customer queries, while actively building strong internal and external relationships that support loyalty and satisfaction. Key Responsibilities Accurately log, categorise, prioritise, and resolve mobile-related incidents and service requests via the service desk. Ensure all communications with customers are clear, timely, and professional, providing regular updates in line with agreed SLAs. Proactively manage escalations and liaise with resolver teams or 3rd party suppliers where necessary. Monitor and manage bespoke requests in line with customer contracts. Strive to meet and exceed all KPIs, SLAs, and first-time fix targets. Build and maintain a comprehensive knowledge base to support consistent issue resolution. Contribute to continuous service improvement initiatives to enhance the customer experience. Ensure adherence to internal security and compliance policies, including the timely reporting of any potential security incidents. Perform any additional duties relevant to the role as required.