Position: Telecoms Support Analyst
Salary: Negotiable
Ref: 523023_1576856149
Job Type: Permanent
Published On: 20/12/2019
Contact Name: Jenna Jackson
Client: SSE plc

Base Location: Havant

Salary: Up to £33,000 depending on skills and experience

Working Pattern: Fixed Term Contract 12 months | Full 37 hours per week

About the Department

SSE Enterprise comprises three companies: Contracting, Telecoms and Distributed Energy.

SSE Enterprise Telecoms operates a 13,700km private telecoms network, with 265 Points of Presence and connectivity to over 80 commercial data centres that span the UK. With its extensive telecoms engineering experience, the company provides commercial security with unrivalled in-house engineering resource to Service Providers, Large Enterprises and the Public Sector providing a competitive range of leading-edge Ethernet, Cloud Connect, Optical Networking and Co-location services.

The Role

The Telecoms Support Analyst is responsible for coordinating all tasks within the Support team who look after all site access requests; the site log-on process; incident management of 3rd party faults; and request management for SSE group voice services. This requires professional communications across all main channels to customers and suppliers at a variety of levels. Alongside this there is also a need to provide general administration support for the wider NOC Operations teams with a high level of accuracy.

Tasks include; management of all requests and faults raised to the team and delegating these in a timely manner amongst the analysts and other areas of the business if necessary. Being the gatekeeper for the site access process, responsible for the secure access to SSE E Telecoms sites, and duty of care for engineers out in the field. Looking after the corporate mobile account, dealing with general queries, ordering new handsets and liaising with suppliers. Full management of the headset stock for group SSE, includes placing orders with third party suppliers and awareness of cost implications to the business. Completion of weekly/monthly reports for all levels of management and colleagues. Completing these tasks with an excellent level of customer service and attention to detail is required.

Skills and Requirements

The ideal candidate will have knowledge in a range of different Telephony software applications to complete Telephony business requests. In order to do this, you will have a thorough understanding of network products supplied and the ability to communicate at a basic technical level when gathering fault diagnostics and raising faults with vendors.

You should have demonstrable awareness of business roles and responsibilities, and potential risks to key areas of SSE from telephony system issues and failures along with a high level of understanding in ITSC including raising and updating tickets to creating and running new reports.

Excellent communication and interpersonal skills to allow the building of business relationships at all levels is essential. Therefore, a strong team ethic is essential to ensure the teams workload is managed effectively and service level agreements are met. You will have the ability to work under pressure and to your own initiative whilst maintaining team KPIs and providing a high level of customer care.

Responsibilities include ordering of stick and an understanding of the importance of keeping costs to the company at a minimum is essential. The ability to collate and manipulate data to produce meaningful reports with a high level of accuracy and attention to detail is vital. Therefore, good PC skills in all Microsoft Office applications and willingness to develop knowledge in other areas if necessary is required.

Experience in the following technologies would be highly beneficial:

- Avaya Communication Manager

- Genesys Voice Platform

- Genesys WFM

- Verint Call Recording

- MS SQL Server

Our Benefits

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan and benefits package. Why not watch our short employee benefits video to see what else is on offer?

Next Steps

For more information about this role, or to discuss any adjustments you require to submit your application please get in touch with sse.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it.'

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.