Company Description
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.
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.
Qualifications
Essential:
- Proven experience in a customer-facing role within a fast-paced service desk or mobile support environment.
- Previous experience supporting mobile devices within a corporate or enterprise-level organisation.
- A solid understanding of ITIL practices and processes related to Incident and Request Management.
- Strong verbal and written communication skills, with the ability to explain technical issues in clear, non-technical terms.
- Demonstrated ability to work independently and collaboratively as part of a team.
- Experience working to SLAs and performance metrics, consistently meeting or exceeding targets.
- Proficiency in using IT Service Management tools for tracking and resolving incidents.
- Skilled in troubleshooting mobile issues and identifying root causes quickly.
- Experience working with mobile suppliers and understanding of mobile fault diagnostics.
- Analytical mindset with strong problem-solving capabilities and attention to detail.
- Adaptability to new technologies, changing environments, and varying customer needs.
- A genuine passion for delivering best-in-class customer service.
Desirable:
- Understanding of bespoke mobile terms within managed service contracts.
- Experience working within industries with high compliance or regulatory requirements.
Eligibility:
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.
