Telephony Support Analyst

Overview

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 position requires technical administration and configuration of the South Devon Health Community’s telephony solutions, including Cisco Call Manager, Alcatel Lucent, Netcall CX, Netcall Converse, Netcall Voice Operator System, and various pager systems.

South Devon Health Community is the first fully integrated care organisation in England, delivering high‑quality health and social care. The environment is positive, vibrant and supportive, with a strong investment in staff development and a commitment to a good work/life balance.

• Provide day‑to‑day technical support to end‑users for all telephony‑related queries.
• Technical administration and configuration of telephony solutions such as Cisco Call Manager, Alcatel Lucent, Netcall CX, Netcall Converse, Netcall Voice Operator System and pager systems.
• Replace and repair faulty telephone handsets and provide second‑line support for hardware fixes and system software such as Cisco Jabber.
• Diagnose and fix complex faults, recommend appropriate solutions and communicate implications to end‑users and internal IT teams.
• Manage changes to systems or policies, test and implement them, and create and update documentation for operational processes and procedures; keep the asset register and Dial Plan documents current.
• Take the lead on telephony projects as required and contribute to continuous improvement of services.

• Computer‑literate with strong problem‑solving abilities and customer‑facing skills.
• Experience with telephony solutions such as Cisco IP Telephony, Alcatel Lucent backup telephone systems, mobile phones, and related software.
• Ability to work under pressure, manage competing priorities and approach complex fault diagnosis and resolution logically and analytically.

• Positive and vibrant working atmosphere with investment in staff development and career progression.
• Carer‑friendly employer: flexible working where possible, a Carers’ Passport scheme, and a “Staff Carers” policy.
• A supportive and caring team that values quality service and promotes a healthy work/life balance.

• We reserve the right to close vacancies early if we receive a high volume of applications; please apply promptly.
• Applicants who identify as part of the Armed Forces community are guaranteed an interview if they meet the minimum essential criteria.
• Correspondence will be sent via Trac, text, and email; ensure you check all communication channels 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, assume your application was unsuccessful on this occasion.
• It is your responsibility to provide timely 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.