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 Belfast area.
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 to Caroline Parker by 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:
1.
Relevant IT Degree
2.
Experience working with Avaya products
including the implementation, design and support of Avaya contact centres
3.
Experience managing and supporting IP
Telephony systems and architecture
4.
Avaya/Networking Certification or Training
5.
ITIL Certification or Knowledge of IT
Infrastructure Library (ITIL) practices
6.
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 to Caroline Parker by 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.