Telephony Support Analyst

Job overview

An exciting opportunity has arisen for a Telephony Support Analyst to join our IT Operations Telephony Team. In this role, you will be a key member of the Networks and Telephony Team, providing crucial technical support and administration for all fixed-line and mobile telephony services across the South Devon Health Community.

The successful candidate will have a good breadth and depth of IT knowledge and will be responsible for the technical configuration and day-to-day support of our diverse telephony solutions, including the Cisco IP Telephony Network, the Alcatel Lucent backup telephone system, and mobile phones. A primary focus of this position will be providing second-line support to end-users for various hardware and software issues, from fixing telephone handsets to supporting Cisco Jabber and mobile SIM cards.

Working within a small and supportive team, you will have the opportunity to take the lead on telephony projects, contribute to the continuous improvement of our services, and mentor junior team members. We are a self-motivated and caring team that is passionate about delivering a quality service and promoting a healthy work/life balance.

The ideal candidate will be a computer-literate individual with excellent problem-solving abilities and strong customer-facing skills. You must be able to work under pressure, manage competing priorities, and have a logical and analytical approach to diagnosing and resolving complex faults.

Main duties of the job

• As a Telephony Support Analyst, the post holder's main duty will be to provide day-to-day technical support to end-users for all telephony-related queries. The post holder will be responsible for the technical administration and configuration of the many telephony solutions that support the South Devon Health Community’s daily business functions. These systems include the Cisco Call Manager platform, Alcatel Lucent telephony system,  Netcall CX and Netcall Converse cloud platforms, Netcall Voice Operator System, and various pager systems.
• The post holder's responsibilities will involve the replacement and repair of faulty telephone handsets and providing second-line support for hardware fixes and system software like Cisco Jabber. A key part of the role will be diagnosing and fixing complex faults, recommending appropriate solutions, and clearly communicating the implications to both end-users and internal IT teams.
• The post holder will ensure that any changes to systems or policies are managed effectively, tested, and implemented correctly. This includes creating and regularly updating documentation for all operational processes and procedures for the services managed. Furthermore, the post holder will be responsible for keeping the asset register and Dial Plan documents updated.
• The post holder will be expected to take the lead on telephony projects as required

Detailed job description and main responsibilities

Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

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