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IT Telecommunications Specialist

3 months ago


Southampton, Southampton, United Kingdom FirstGroup Full time

About the Role

  • Addressing issues, fulfilling service requests, and delivering IT Telecoms services to various departments in alignment with established Service Level Agreements.
  • Maintaining a strong customer-centric approach to ensure user requirements are met and keeping them informed about ongoing progress.
  • Providing comprehensive IT Telecoms solutions, including landlines, mobile devices, and mobile data services to satisfy business needs.
  • Actively participating in projects requiring IT Telecoms solutions representation.

Your Key Responsibilities Include:

  • Logging, assigning, and prioritizing all faults, service requests, and projects effectively.
  • Resolving all personally assigned calls within the stipulated Service Level Agreement.
  • Updating the Service Desk System with call progress and activities consistently.
  • Visiting various sites to troubleshoot telecoms issues and implement new technologies.
  • Ensuring excellent communication and providing regular updates to team members and IT customers.
  • Assisting in the resolution of escalated calls and planning prompt resolutions for telecoms issues exceeding the Service Level Agreement.
  • Implementing and adhering to effective Service Delivery processes and procedures in accordance with ITIL standards.
  • Coordinating with the Procurement and Contract department as necessary to follow the IT procurement process.
  • Managing safety protocols and taking necessary actions to ensure the safety of all personnel within your responsibility.
  • Recommending improvements to the Head of IT Service Delivery regarding support activities and service quality.
  • Creating and maintaining IT records, including user accounts, asset registers, software inventories, and support documentation.
  • Providing guidance, cost estimates, and implementation strategies for requested services or projects.
  • Offering out-of-hours support when required.

Essential Skills and Qualifications:

  • Demonstrated organizational and administrative skills.
  • Experience with Blackberry Enterprise Server Administration (ideal but not essential).
  • Good Server Administration knowledge (ideal but not essential).
  • Familiarity with mobile technologies such as Blackberry, iOS, Android, and Windows.
  • Ability to propose alternative service delivery concepts to expedite processes.
  • Experience with Lotus Notes, including mailbox creation and permission settings.
  • Strong communication skills, both written and verbal.
  • Capability to present and train users on provided telecoms technologies.
  • Ability to interact effectively with staff at all levels.
  • Awareness of ITIL (Information Technology Information Library) or preferably ITIL Foundation V3 accredited.
  • Proven fault diagnosis and troubleshooting skills with a proactive approach to incident trend analysis.
  • Skills in issue management and resolution.
  • Ability to prioritize and manage workloads efficiently.
  • Capacity to work under pressure and take responsibility for significant issues.
  • Ability to liaise with suppliers providing third-party support to resolve system problems.

Location Overview

The office is conveniently located and easily accessible by public transport, providing excellent links to various regions.

Working Pattern

This role involves an average of 37 hours per week over five days, with office hours from Monday to Friday and out-of-hours support as needed.

Benefits

In return, we offer a competitive salary along with a range of valuable benefits, including:

  • Free duty and leisure travel on company services for employees.
  • Free leisure travel for spouse/partner and dependants (criteria dependent).
  • Discounts on many other train operating companies.
  • Comprehensive training and development support.
  • A wide range of exclusive retail offers.
  • An excellent pension scheme.