Telephony Service Desk

Your new company

You'll be joining a well-established public sector organisation that delivers critical telecommunications and digital services across multiple sites.

The organisation is committed to maintaining reliable communication systems and providing high-quality technical support to ensure seamless service delivery for its users.

Your new role

We are seeking a Telephony Service Desk Analyst to join a busy technical support team based in Glasgow on an initial 6+ month contract.

This role requires 5 days on-site per week and focusses on providing support for telephony platforms, contact centre applications, and call recording systems.

Key responsibilities include:

• Providing technical support for telecoms-related service desk incidents and requests.
• Supporting telephony installations, moves, changes, and site audits.
• Maintaining configuration records, service documentation, and telecoms databases.
• Configuring and administering telephony systems, including Avaya Communication Manager, NICE Call Recording, and Avaya Contact Centre.
• Supporting hardware and software upgrades, device rebuilds, and infrastructure changes.
• Managing user access and providing technical guidance to end users.
• Identifying recurring issues and escalating faults where necessary.
• Collaborating with internal stakeholders, users, and external suppliers to ensure service continuity.
• Following safe working practices when handling equipment and working within communications environments.

What you'll need to succeed

• HNC qualification in a relevant discipline or equivalent telecoms/eHealth experience.
• Strong understanding of telephony infrastructure, patch panels, and distribution points.
• Hands-on experience supporting Avaya telephony environments, NICE Call Recording, and contact centre technologies.
• Excellent troubleshooting and fault-resolution skills.
• Strong customer service and communication abilities.
• Ability to manage multiple priorities and work across different locations when required.
• Experience maintaining technical documentation and configuration records.
• A proactive approach to problem solving and continuous service improvement.

What you'll get in return

• Competitive daily rate.
• Initial 6+ month contract with potential for extension.
• Opportunity to work within a large-scale enterprise telephony environment.
• Exposure to industry-leading telephony and contact centre technologies.
• Collaborative and supportive team environment.
• Valuable experience working on critical communication systems within a complex technical estate.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.