First Line Analyst

Life on the Team 

Due to a brand-new client win, we are seeking a number of qualified and customer-focused Mobile Technology Support Analysts. Ideally, you should already hold Security Clearance (SC) or have the willingness and ability to undertake it. 

The Support Analysts will form part of the MDM team, working within our 2nd line service desk. You'll provide support between 7am and 7pm, Monday to Friday on a rotating shift basis. 

This opportunity will be based from either our Milton Keynes or Nottingham sites and you’ll need to be based onsite 5 days per week. 

These roles are key in assisting with the transition and onboarding of a new customer account, with a view to continuing into BAU once the service goes live. Analysts will manage and support End User Devices as part of the service desk, delivering to the standards and procedures agreed with Computacenter’s customers, including issue investigation, support documentation, and technical coaching. 

What You’ll Do

Incident/Request Management – 80% 

• Manage incidents related to mobile devices and services, routed from First Line Analysts, and resolve within SLA. 

• Maintain technical knowledge and expertise associated with mobile platforms (iOS, Android, Workspace ONE). 

• Progress and close incidents to a satisfactory conclusion using the incident management system. 

• Liaise with team members and customers to ensure timely resolution of mobile-related issues. 

• Escalate potential service issues to the Team Leader as needed. 

• Support specific mobile technology projects as requested by the Team Leader.

Knowledge Management – 20% 

• Review and update mobile support documentation and procedures based on experience and feedback. 

• Share knowledge with colleagues and customers through direct communication and knowledge-sharing tools. 

• Proactively research mobile technology issues and solutions, documenting findings for team benefit. 

• Actively develop personal knowledge of emerging mobile technologies and solutions. 

What You’ll Need 

• Current SC clearance or the eligibility and willingness to undertake. 

• Experience in a Service Desk/Support role, ideally with a focus on mobile technology. 

• Strong understanding of mobile device ecosystems (iOS, Android) and MDM platforms – ideally Workspace ONE. 

• Familiarity with corporate IT environments and remote support tools. 

• Excellent troubleshooting and diagnostic skills for mobile hardware and software issues. 

• Strong customer service and communication skills, with a keen attention to detail. 

• Experience supporting remote users and managing mobile connectivity issues (e.g., VPN, Wi-Fi, cellular). 

• Ability to work collaboratively in a team and support colleagues effectively. 

• Commitment to customer satisfaction and ownership of issues through to resolution.