The 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.
Responsibilities
- To 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 measures
- To ensure all customers are provided with a best-in-class service experience
- To log and categorise incidents or requests on the call logging system with an appropriate level of detail
- Take 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 request
- To provide customers with regular updates in line with SLA’s
- To ensure that a suitable level of first-time fix is achieved as per agreed KPI’s
- Prioritising ticket importance and workload based on customer, business requirements and bespoke mobile terms
- Monitoring of bespoke requests from the customer’s contract
- Contribute effectively to the establishment and maintenance of the departmental knowledge base for all accounts
- Any other duties commensurate with the role
- Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet
- Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements
- Carry out any ‘ad hoc’ assignments as and when required
- To be compliant with health and safety company policy and legislation
- 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
