Job Description Job Title: Mobile Analyst Reports to: Mobile Team Manager Department: Wavenet Mobile Service desk Hours of work: 8.30 to 5.30 Monday to Friday We’re looking for a Mobile Analyst to join our dynamic support team. If you thrive in a fast-paced, customer-focused environment and enjoy problem-solving with technology, we want to hear from you. What You’ll Be Doing As a Mobile Analyst, you'll be the frontline of mobile support — resolving incidents, managing service requests, and ensuring our customers receive the outstanding service they’ve come to expect from Wavenet. Key responsibilities include: Providing first-line support for mobile incidents and requests via phone, email, or ticketing systems. Diagnosing, triaging, and resolving technical issues quickly and efficiently. Ensuring mobile-related tickets are accurately logged, prioritised, and managed through to resolution. Escalating issues appropriately while maintaining end-to-end ownership of customer experience. Collaborating with internal teams and 3rd-party vendors to deliver timely solutions. Regularly updating customers in line with SLAs, always aiming to exceed expectations. Monitoring bespoke customer requests and ensuring contractual obligations are fulfilled. Building and maintaining a knowledge base to improve first-time resolution rates. Supporting continuous service improvement initiatives across the mobile service function. Knowledge, Skills, Experience: Experience of performing a customer-facing role responsible for delivering high quality and time-critical service Experience of working in a mobile support desk function in a corporate organisation of comparable size and complexity Experience of working to, and consistently meeting, Service Level Agreements and targets Understanding of and experience of using ITIL processes for mobile Incident & Request management Excellent written and verbal communication skills Ability to work independently and as part of a team Proven planning and time-management skills Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests Ability to clearly translate technical issues and solutions in plain language to non-technical audience Excellent problem-solving and troubleshooting skills Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations Experience with mobile suppliers Knowledge on diagnosing mobile faults A questioning nature with the ability to think laterally to diagnose and find root causes of the customer’s account Flexibility and adaptability to changing technologies and work environments Must be able to quickly understand the client, their products and their industry Strong analytical/problem solving abilities, especially in relation to continual service improvement Eligible to work in the UK full time without restriction Key Competencies: Friendly and Pleasant Self-motivated Ability to work under pressure Attention to detail Team player Tactful & diplomatic Co-operative Flexible Enthusiastic Multi-tasking customer communication. Desirable Knowledge and experience working with ITSM tools such as Service Now ITIL Foundation certification