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1st Line Support Analyst / Telecoms

  • Location

    London, England

  • Sector:

    IT & Telecoms

  • Job type:


  • Salary:

    £22000 - £24000.00 per annum

  • Contact:

    Liam O'Connor

  • Contact email:

    [email protected]

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    13 days ago

  • Expiry date:


  • Startdate:


  • Consultant:


1st Line Support Analyst/Telecoms
Salary:£22,000 - £24,000 a year
Hours:37.5 a week

About Role:

Working for one of the leading IT telecoms providers, you will be tasked with supporting customers in over 100 countries worldwide, ranging from SME to enterprise clients. Working as a Service Centre Advisor, you will be tasked with providing a first point of contact for one or more customers and will be accountable for ensuring that customer faults and MACs are properly identified and dealt with appropriately in line with SLA's.

Key Responsibilities:

Ensuring calls are answered professionally and relevant information is collected from customer.
Ensuring that the ticket is assigned to the correct engineer and that the engineer is aware that there is a new ticket assigned to their queue.
Ensuring that all tickets are managed in line with SLAs.
Ensuring that the ticket is managed in line with company process.
Provide 1st line escalation to customers and channels.
Advise Service Centre Manager of any missing information in the knowledge database.
Excellent communication skills.
High level of attention to detail.

Ideally, you will have experience supporting telephony / unified communication products at 1st line, such as Nortel / Avaya / Genesys / AWS / Mitel / Skype for Business / MS Teams Product Sets. Any experience working for a telecoms / solutions provider is extremely beneficial.

Full JD available upon application….

In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://www.theecsgroup.co.uk/work/flexible-application-process