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Telephony System Analyst - Loughborough, Leicestershire job description

16 april 2018

Telephony System Analyst

This is a fantastic opportunity for an experienced Telephony Systems analyst to work with a global manufacturing company.

The role is required to support and manage a ticket system with a range of incidents from minor name changes on phones to major incidents such as sites losing access to hundreds of telephones. You will also be working as part of a team that is rolling out a new Alcatel system to around 70% of the business including over 1000 sites.

Qualifications required

* Minimum 5 GCSEs or equivalent (Inc. Maths and English Language)
* Preference for education to "A" level qualification
* Preference for Alcatel ACFE

Knowledge, Skills & Experience Required

* Previous experience of telephony support & replacement projects.
* Expert knowledge of PSTN (public switch telephone network), ISDN (integrated service digital network) & SIP (session initial protocols) lines / different type of lines
* Expert knowledge of PBX/IPT/VoIP & networking requirements. (Alcatel OXO/OXE preferred)
* Knowledge & experience of call centre design & implementation (CCA/CCS, OTCC-SE, Altitude)
* 2 years experience of incident and request management.
* Understanding of ITIL principles and terminology.
* Good written and oral communication skills.
* A strong analytical & troubleshooting ability.
* Strong customer service skills and orientation.
* Ability to handle pressure.
* Ability to understand technical concepts and explain these to Customers in a non-technical way.

Key Results Areas

* Ensuring excellence in the delivery of all the activities you undertake.
* Provides an efficient personalised support service to our business users covering approximately 1,000 sites and more than 10,000 users.
* Provides consultancy service to the business, recommending and implementing appropriate technical solutions to resolve business challenges.
* Ensuring the accurate creation and maintenance of all support records and processes, including interfaces to the Service Desk, and other involved Resolver teams.
* Responsible for the end-to-end resolution of incidents, IMACs and service requests.
* Ensure target timescales are met for BAU and project work.
* Undertake duties in a manner compliant with the Saint-Gobain general principles of conduct and action.

If you can relate to the above skills and experienced are interested in working with a truly world class organisation, please get in touch with your CV!

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.

Job Reference:JB - 001
Position Type:Permanent
Market Sector:Information Technology
Working Hours:Full-Time
Location:Loughborough, Leicestershire
Salary:£25,000 - £32,000 per year
Contact:Jamie Barrett, Randstad Business Support, London, United Kingdom
Phone:020 7255 5572