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 DescriptionAbout the Role
We’re looking for an experienced and customer-focused Mobile Analyst to join our dynamic team. This role is pivotal in ensuring our customers receive best-in-class support and service for their mobile technology needs. You’ll be the first point of contact for incidents and requests, responsible for triage, investigation, and resolution — delivering exceptional communication and ensuring every customer feels valued and supported.
Key Responsibilities
- Provide prompt and professional support for all customer mobile incidents and requests.
- Accurately identify, categorise, prioritise, and manage tickets through to resolution.
- Maintain excellent communication with customers, providing timely updates and ensuring SLAs and KPIs are consistently achieved or exceeded.
- Escalate complex issues to resolver teams or third-party suppliers where required, proactively managing these through to closure.
- Deliver a high level of first-time fixes and ensure customer satisfaction at every interaction.
- Contribute to the continuous improvement of service delivery and the internal knowledge base.
- Support the monitoring of bespoke customer requests and contractual obligations.
- Maintain compliance with company policies, including security, health, and safety standards.
About You
We’re looking for someone who thrives in a fast-paced, customer-facing environment and has a passion for solving problems. You’ll be confident managing multiple priorities while maintaining high service standards.
Essential Skills & Experience
- Experience in a mobile support or service desk environment within a large or complex organisation.
- Proven success in meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Strong understanding of ITIL processes and IT Service Management tools.
- Excellent communication and interpersonal skills — able to translate technical information into clear, simple language.
- Solid problem-solving and analytical abilities, with a proactive approach to continuous improvement.
- Familiarity with mobile suppliers and mobile fault diagnostics.
- Strong organisational and time-management skills.
- Eligibility to work in the UK without restriction.
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:
- Salary up to £25,000.
- 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.
Top Skills
What We Do
The Daisy Group was founded by current Chairman Matthew Riley in 2001. Over the last two decades Daisy has developed through a combination of organic and acquisitive growth to be one of the largest providers of communications, IT and cloud services across the UK and internationally. 2018 saw key change within the Group as four independent businesses were established to better serve the needs of direct customers and indirect partners. Daisy Communications and Daisy Corporate Services remained unchanged. The most significant change saw the merger of the Group’s three channel-serving businesses (formerly known as Daisy Wholesale, Daisy Distribution and Daisy Worldwide) under a new single brand, Digital Wholesale Solutions. The Daisy Partner Services business also began to operate independently under the new name of Allvotec. In March 2021 private equity fund Inflexion invested in the Digital Wholesale Solutions business, which was demerged from and left the Daisy Group. Today the Daisy Group includes Daisy Communications serving the needs of small to medium businesses and Daisy Corporate Services for the mid to enterprise market – both remain significant providers for UK businesses, with portfolios spanning Lines & Calls, Mobile and Connectivity, right through to Unified Communications, Business Continuity and Cloud & Hosting and Security.
