Telephony Service Desk

Are you an experienced Telephony Support professional with a passion for troubleshooting, customer service, and telecoms technologies? We are looking for a Telephony Service Desk Analyst to join a dynamic team supporting critical telephony services across multiple sites.This is an excellent opportunity for someone with experience in Avaya environments, contact centre technologies, and telecoms support who enjoys working in a fast-paced technical support environment.

Contract - 3 to 6 months
Location - Glasgow
Working pattern - 5 days on-site

Key Responsibilities

• Provide 1st and 2nd line support for telephony-related service desk incidents and requests.
• Troubleshoot and resolve telecoms hardware and software issues.
• Support telephony installations, moves, adds, changes, and site audits.
• Configure, maintain, and administer telephony platforms including:
  • Avaya Communication Manager
  • Avaya Contact Centre
  • NICE Call Recording
• Perform system upgrades, device rebuilds, and configuration changes.
• Maintain accurate documentation, configuration records, and service databases.
• Manage user accounts, permissions, and access requests.
• Identify recurring technical issues and escalate where necessary.
• Collaborate with internal teams, end users, and external stakeholders to deliver excellent service.

What We're Looking For

• HNC qualification in Telecoms, IT, eHealth, or equivalent practical experience.
• Hands-on experience supporting enterprise telephony environments.
• Knowledge of telephony infrastructure, patch panels, cabling, and distribution points.
• Experience with Avaya platforms, NICE Call Recording, and contact centre solutions.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to manage multiple priorities and work across different locations when required.

Why Apply?

Competitive daily rate
Opportunity to work with enterprise-scale telephony technologies
Exposure to leading contact centre and call recording solutions
Collaborative and supportive technical environment

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.

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.