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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