Service Desk Analyst - Telephony, Avaya
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.
Rate:
£300/day
Location:
Glasgow
IR35 Status:
Inside
Remote Status:
Onsite
Industry:
IT
Seniority Level:
Mid-Level