Telephony Service Desk

Project overview

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.

Responsibilities

What you'll need to succeed

What you'll get in return

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.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4810856 - Pardeep Kaur

• 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.
• 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.
• 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.

Project details

• Start: flexible
• Location: Glasgow, GB
• Rate: 34-34 EUR/h