First Line Analyst

Computacenter AG & Co. oHG; Milton Keynes; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading global IT services company is looking for Mobile Technology Support Analysts in Milton Keynes. The role involves managing incidents related to mobile devices, providing second-line support, and ensuring high customer satisfaction. Candidates should ideally hold current Security Clearance and have experience with mobile ecosystems and MDM platforms. This is an onsite position, with a commitment to working 5 days a week.

Qualifications

• Current SC clearance or willingness to undertake.
• Experience in a Service Desk/Support role focused on mobile technology.
• Strong understanding of mobile device ecosystems (iOS, Android).

Responsibilities

• Manage incidents related to mobile devices and services.
• Liaise with team members to ensure timely resolution.
• Proactively research mobile technology issues.

Skills

Customer service

Troubleshooting

Mobile technology

Communication skills

Diagnosing mobile issues

Tools

MDM platforms

Workspace ONE

Job description

First Line Analyst

Location: UK - Milton Keynes | Contract type: Standard | Business Unit: Information Technology

Life on the team

Due to a brand-new client win, we are seeking a number of qualified and customer-focusedMobile 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 theMDM team, working within our 2nd line service desk. You'll provide support between7am and 7pm, Monday to Friday on a rotating shift basis.

This opportunity will be based from eitherour Milton KeynesorNottingham 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

• 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 aService Desk/Support role, ideally with a focus on mobile technology.
• Strong understanding of mobile device ecosystems (iOS, Android) andMDM 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.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.