Service Desk Analyst - Telephony, Avaya

Service Desk Analyst - Telephony, Avaya

market rate (Inside IR35)

Glasgow (5days onsite)

3/6 months initially

This role will provide technical support for telephony services, covering hardware and software faults, installations, moves and changes, system maintenance, call recording and contact centre applications.

Key Responsibilities

• Resolve telecoms-related service desk incidents and technical issues.
• Support telephony installations, moves, changes and site audits.
• Maintain telecoms documentation, configuration records and databases.
• Configure and support Avaya Communication Manager, NICE Call Recording and Avaya Contact Centre.
• Assist with upgrades, rebuilds and system changes.
• Manage user access and provide technical support to users.
• Identify recurring faults and escalate where appropriate.
• Liaise with internal teams, users and external representatives.

Main Requirements

• HNC qualification or equivalent telecoms/eHealth experience.
• Knowledge of telephony infrastructure, patch panels and distribution points.
• Experience with Avaya, NICE Call Recording and contact centre systems.
• Strong troubleshooting, communication and customer service skills.
• Comfortable working across multiple sites and managing priorities.

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