Analyst (IT, Telephony and Communications)

Apple Recruitment are recruiting for Analyst (IT, Telephony and Communications)on behalf of our client, Northern Ireland Housing Executive (NIHE) to work on a temporary basis in the Belfastarea. Main duties and responsibilities: Ensure all incidents and service requests are resolved /complete within agreed SLAs, passing to appropriate teams or third party suppliers if appropriate. Change management and problem management. Play a lead role in telephony and unified communication projects, upgrades and migrations. Establish and maintain a good and close working relationship with our internal and external customers. The creation, editing and development of technical documentation and end user guides. Willingness to learn new technologies and understand the business challenges. Any other IT related duties that are allocated by IT Team management If you wish to apply or would like more information, please email your CV in Microsoft word format toCaroline Parkerby clicking on the link below by Friday 29th November 2024. You must also include a bullet pointed synopsis at the top of your CV demonstrating how exactly you meet the Essential Criteria below: 1.) A minimum of 1-3 years relevant experience in a technical background with proven record. 2.) Essential experience: Experience with IP Telephony Technology including Call routing, Contact Centre solutions, Reporting etc. Managing IT projects, upgrades and migrations. Knowledge of Avaya products & setup Experience supporting and troubleshooting LAN and WIFI networks Experience of ITIL processes including: -Incident Management -Service Request Management -Change Management -Problem Management -Continual Service Improvement Experience supporting and troubleshooting LAN and WIFI networks. 3.) Essential skills and knowledge: Excellent troubleshooting, triaging and problem solving skills in relation to all Telephony technical issues and service request logged by customers Excellent verbal and written communication skills Quick to learn new skills, systems, processes and procedures Ability to explain things in a simple manner to customers Be a good team player who is reliable and dependable Logical and systematic approach to resolving problems with high attention to detail Work as part of a team and independently Ability to work well under pressure Demonstrate a customer centred approach Desirable Criteria: Relevant IT Degree Experience working with Avaya products including the implementation, design and support of Avaya contact centres Experience managing and supporting IP Telephony systems and architecture Avaya/Networking Certification or Training ITIL Certification or Knowledge of IT Infrastructure Library (ITIL) practices Industry recognised Certifications Further Details: Hourly Rate: £17.12 Hours: 37 hours pw, Mon-Fri, 9am-5pm Duration: 3 months (with possibility of extension) If you wish to apply or would like more information, please email your CV in Microsoft word format toCaroline Parkerby clicking on the link below by Friday 29th November 2024. Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details. Please note only applicants that match this criteria can be considered for the role. Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.