Mobile Support Analyst

6 days ago


Canary Wharf, United Kingdom Brook Street Full time

We have an exciting new opportunity for a Mobile Support Analyst to join the team of one of our well-established government clients
The Mobile Support Team is a busy, customer focused team that manages demand for mobile telephony technology and network connectivity across the whole of the company
We procure, deliver, track and manage mobile hardware and network connections to all of the business. We ensure that all demand for mobile technology is deployed rapidly, and that all mobile incidents and issues are managed swiftly to resolution.
The Role
The role is primarily responsible for the deployment of mobile telephony hardware and network connections across the business. Additionally, they will also be managing mobile telephony incidents to successful resolution.
Key Responsibilities
" Deploy Mobile Technology; this will include Mobile handsets, tablets and Mobile Broadband devices (MiFi). You will manage the end-to-end fulfilment of mobile requests, ensuring that the technology is delivered to the end user rapidly and that the asset isappropriately registered and configured for use.
" Ensure that the details of the hardware and network connections are recorded and controlled within appropriate asset registers.
" Ensure that mobile technology users are on the correct network tariffs so value for money is achieved
" Ensure that all smartphone and tablet devices are correctly registered and configured onto the Mobile Device Management Platform (InTunes)
" Service analysis and reporting - ensuring KPI service and operational level agreements are maintained and producing analytical reports on team performance and mobile assets when required.
" Supplier relations - working with a small number of large key mobile suppliers to set and amend connection tariffs and resolve user incidents and enquires.
" Take delivery of mobile hardware and to secure it safely on company's premises.
" Work flexibly within the team to support and contribute to the aims, objectives and performance of Mobile team priorities and occasionally be required to cover other team members objectives.
" Infrequent weekend working may sometimes be required to accommodate operational needs.
Capabilities
Essential:
" Excellent communication skills both written and oral. With the ability to offer good customer service.
" The ability to explain often complex issues in easy-to-understand format to customers
" Experience of working within Service Management/IT Sector.
" Detailed understanding and advance working knowledge of Microsoft Office 365 products including Teams.
" Good understanding or experience of supporting Mobile telephony technology
" Ability to work under pressure and to tight deadlines
" The need to be flexible and adapt to various work priorities
" To collaborate within an energetic and friendly team
Desirable:
" Experience of deploying technology within tight timeframes.
" Excellent knowledge and experience of mobile technology, including IOS and Android operating systems.
" Knowledge and experience of IT incident resolution and or Request fulfilment via Service Now.
" Knowledge and experience of using GoogleDocs.


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