Job DescriptionThe mobile analyst provides support for incident resolution and requests reported from the customers.
Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.The mobile analyst will respond to incidents or requests in a timely manner and will always endeavour to exceed customers expectations by providing a best-in-class service.
The mobile analyst will ensure that all agreed SLA's and KPI's are met and exceeded wherever possible.The mobile analyst is also focused on the continuous improvement of service for our customers.
It is also key objective to build rapport with our customers both internally and externally to help drive customer loyalty and customer satisfaction.ResponsibilitiesTo ensure all customer mobile tickets are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of Service updates.To meet and exceed KPI's measuresTo ensure all customers are provided with a best-in-class service experienceTo log and categorise incidents or requests on the call logging system with an appropriate level of detailTake full ownership of all mobile queries and delivery requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved by the mobile analyst are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance.To liase and manage with any 3rd Party Suppliers which may be involved in the resolution of an incident and requestTo provide customers with regular updates in line with SLA'sTo ensure that a suitable level of first-time fix is achieved as per agreed KPI'sPrioritising ticket importance and workload based on customer, business requirements and bespoke mobile termsMonitoring of bespoke requests from the customer's contractContribute effectively to the establishment and maintenance of the departmental knowledge base for all accountsAny other duties commensurate with the roleBe vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate IntranetPeriodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirementsCarry out any 'ad hoc' assignments as and when requiredTo be compliant with health and safety company policy and legislationQualificationsExperience of performing a customer-facing role responsible for delivering high quality and time-critical serviceExperience of working in a mobile support desk function in a corporate organisation of comparable size and complexityExperience of working to, and consistently meeting, Service Level Agreements and targetsUnderstanding of and experience of using ITIL processes for mobile Incident & Request managementExcellent written and verbal communication skillsAbility to work independently and as part of a teamProven planning and time-management skillsExperience of using IT Service Management tools for recording, managing and resolving of Incidents and Service RequestsAbility to clearly translate technical issues and solutions in plain language to non-technical audienceExcellent problem-solving and troubleshooting skillsAbility to work under pressure and adapt to changing scenarios whilst meeting high customer expectationsExperience with mobile suppliersKnowledge on diagnosing mobile faults A questioning nature with the ability to think laterally to diagnose and find root causes of the customer's accountFlexibility and adaptability to changing technologies and work environmentsMust be able to quickly understand the client, their products and their industryStrong analytical/problem solving abilities, especially in relation to continual service improvementEligible to work in the UK full time without restriction