Job Description About the Role We’re looking for an experienced and customer-focused Mobile Analyst to join our dynamic team. This role is pivotal in ensuring our customers receive best-in-class support and service for their mobile technology needs. You’ll be the first point of contact for incidents and requests, responsible for triage, investigation, and resolution — delivering exceptional communication and ensuring every customer feels valued and supported. Key Responsibilities Provide prompt and professional support for all customer mobile incidents and requests. Accurately identify, categorise, prioritise, and manage tickets through to resolution. Maintain excellent communication with customers, providing timely updates and ensuring SLAs and KPIs are consistently achieved or exceeded. Escalate complex issues to resolver teams or third-party suppliers where required, proactively managing these through to closure. Deliver a high level of first-time fixes and ensure customer satisfaction at every interaction. Contribute to the continuous improvement of service delivery and the internal knowledge base. Support the monitoring of bespoke customer requests and contractual obligations. Maintain compliance with company policies, including security, health, and safety standards.