Site Access Service Desk Analyst

Site Access Service Desk Analyst

Remove barriers. Enable delivery. Keep the network moving.

The Site Access Service Desk Analyst sits at the heart of MBNL’s Operational Services organisation, playing a vital role in improving site accessibility across the network. Reporting directly to the Senior Manager, this role ensures access issues are resolved quickly, fairly, and consistently—so field teams can do their jobs safely and efficiently.

You’ll work across suppliers, landlords, internal teams, and shareholders to manage access end-to-end, using strong incident management discipline and a continuous improvement mindset to protect service availability and customer outcomes.

Why this role matters

Access is foundational. When access fails, everything slows down—customers, suppliers, and the network all feel it. This role directly improves service availability, delivery performance, and operational confidence, while playing a key part in the organisation’s transition to a high-performing, service-led operating model. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you’ll be here to do:

You’ll be a key operational problem-solver, combining case management, stakeholder coordination, and process improvement. You’ll:

Access Management & Escalation

• Handle escalation requests where suppliers have been unable to secure site access.
• Review lease agreements and site drawings to confirm correct access arrangements.
• Maintain accurate access records, updating details where incorrect or amended.
• Manage complex access cases, coordinating multiple internal and external parties to resolution.

Supplier & Landlord Engagement

• Communicate directly with service providers and landlords to understand and unblock access refusals.
• Flag where suppliers have not followed agreed processes and raise NCRs where appropriate.
• Onboard new suppliers, ensuring they understand the end-to-end access and booking process.
• Escalate difficult cases to MBNL Property & Legal teams where required—ensuring clear ownership and avoiding unnecessary senior escalation.

Service Desk, Tools & Reporting

• Use incident management processes and tooling to proactively manage access issues.
• Test and implement internal tools with the MBNL IT team to improve case management.
• Report on access failures, trends, and supplier performance, supporting KPI delivery and corporate objectives.
• Proactively manage issues to ensure KPIs are met or exceeded.

Continuous Improvement & Ways of Working

• Identify and deliver quick-win process improvements in a rapidly evolving environment.
• Support development of training materials for internal teams and suppliers on landlord engagement and access best practice.
• Challenge the status quo, bring in external insight, and continuously improve how access services are delivered.
• Be a visible role model for the MBNL Way—collaborative, accountable, and customer-focused.

Who we’re looking for:

You’re a confident, organised service professional who enjoys solving practical problems and working across multiple stakeholders. You’ll have:

• Experience in a customer-centric role.
• Incident management or service desk experience.

If you also have the following, we’re especially interested in talking to you:

• Experience working with remote, cross-functional teams.
• Safety, quality, or compliance knowledge of mobile or fixed network technologies.
• Experience with BMC Remedy.

If you’re motivated by purpose, thrive in complex environments, and want to drive real, lasting change across operations, this role offers both impact and visibility.