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.

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