Mobile Analyst

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers' businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

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

• 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.

Qualifications:

• Customer-Facing Support Experience: You have hands-on experience in a customer-facing IT or mobile support role, ideally within a corporate environment of similar size and complexity.
• Incident & Request Management: Strong understanding of ITIL practices with specific knowledge of Incident and Request Management. An ITIL Foundation certification is desirable.
• Service-Oriented Approach: You’ve consistently met or exceeded Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), delivering high-quality, time-critical services.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical issues in plain, non-technical language to end users at all levels.
• Technical Aptitude: You have a strong understanding of mobile devices, mobile fault diagnostics, and the ability to liaise effectively with mobile suppliers and service providers.
• ITSM Tools Proficiency: You’re experienced with IT Service Management tools such as ServiceNow (or similar) for logging, managing, and resolving incidents and service requests.
• Troubleshooting Ability: Demonstrated ability to independently investigate and resolve technical issues, with a questioning mindset and lateral thinking skills to identify root causes.
• Adaptability: You remain calm under pressure, adapt quickly to changing technologies or work environments, and prioritise tasks based on urgency, customer impact, and business need.
• Planning & Organisation: Proven time management and organisational skills, with the ability to handle multiple tasks simultaneously without compromising attention to detail.
• Continuous Improvement: A proactive approach to identifying opportunities for service improvement and contributing to the ongoing development of processes and documentation.
• Client Awareness: Ability to quickly understand customer industries, business priorities, and bespoke contract requirements to tailor service delivery appropriately.
• Legal Requirements: You must be eligible to work in the UK full-time without restrictions.

In addition to your technical and service skills, we value people who embody our company values and team culture:

• Friendly and Pleasant: You create a positive impression with customers and colleagues alike.
• Self-Motivated: You take initiative and ownership of your work without needing constant direction.
• Calm Under Pressure: You stay composed in demanding situations, ensuring service remains consistent.
• Detail-Oriented: You take care in your work, ensuring accuracy in communications, logging, and follow-up.
• Team Player: You collaborate effectively, supporting others and contributing to team success.
• Diplomatic and Tactful: You handle sensitive customer situations with professionalism and care.
• Flexible and Adaptable: You adjust quickly to new processes, tools, or business requirements.
• Enthusiastic and Proactive: You approach your work with energy and are always looking for ways to improve.
• Strong Multitasker: You manage multiple communications and priorities without losing focus on the customer experience.

Additional Information:

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team. We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days.

Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.