Telephony Support Analyst

• 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, 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. #caretojoinus You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people. If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a 'Staff Carers' policy which includes flexible working where possible and a Carer's Passport scheme that links you into support and discounts. IMPORTANT INFORMATION

• We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.

• Please read the job description carefully and tailor your application to reflect the requirements of the role.

• Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.

• Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.

• Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.

• If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.

• It is your responsibility to ensure the timely receipt of appropriate references. The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.

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., 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.