• Job Description

  Req#: C9388-25-0937?language=en&page=292&sort=publicationDateDesc

  Job summary

  An exciting opportunity has arisen for a Telephony Support Analyst to join our IT Operations Telephony Team. In this role, you will be a key member of the Networks and Telephony Team, providing crucial technical support and administration for all fixed-line and mobile telephony services across the South Devon Health Community.

  The successful candidate will have a good breadth and depth of IT knowledge and will be responsible for the technical configuration and day-to-day support of our diverse telephony solutions, including the Cisco IP Telephony Network, the Alcatel Lucent backup telephone system, and mobile phones. A primary focus of this position will be providing second-line support to end-users for various hardware and software issues, from fixing telephone handsets to supporting Cisco Jabber and mobile SIM cards.

  Working within a small and supportive team, you will have the opportunity to take the lead on telephony projects, contribute to the continuous improvement of our services, and mentor junior team members. We are a self-motivated and caring team that is passionate about delivering a quality service and promoting a healthy work/life balance.

  The ideal candidate will be a computer-literate individual with excellent problem-solving abilities and strong customer-facing skills. You must be able to work under pressure, manage competing priorities, and have a logical and analytical approach to diagnosing and resolving complex faults.

  Main duties of the job

  • 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 post holder will be responsible for the technical administration and configuration of the many telephony solutions that support the South Devon Health Community's daily business functions. These systems include the Cisco Call Manager platform, Alcatel Lucent telephony system, Netcall CX and Netcall Converse cloud platforms, Netcall Voice Operator System, and various pager systems.
  • The post holder's responsibilities will involve the replacement and repair of faulty telephone handsets and providing second-line support for hardware fixes and system software like Cisco Jabber. A key part of the role will be diagnosing and fixing complex faults, recommending appropriate solutions, and clearly communicating the implications to both end-users and internal IT teams.
  • The post holder will ensure that any changes to systems or policies are managed effectively, tested, and implemented correctly. This includes creating and regularly updating documentation for all operational processes and procedures for the services managed. Furthermore, the post holder will be responsible for keeping the asset register and Dial Plan documents updated.
  • The post holder will be expected to take the lead on telephony projects as required

  About us

  Why Work With UsWorking within a small and supportive team, you will have the opportunity to take the lead on telephony projects, contribute to the continuous improvement of our services, and mentor junior team members. We are a self-motivated and caring team that is passionate about delivering a quality service and promoting a healthy work/life balance.

  Details

  Date posted

  28 July 2025

  Pay scheme

  Agenda for change

  Band

  Band 4

  Salary

  £26,530 to £29,114 a year per annum

  Contract

  Fixed term

  Duration

  13 months

  Working pattern

  Full-time

  Reference number

  388-7265386-CORP

  Job locations

  Regent House, Regent Close

  Regent Close

  Torquay

  TQ2 7AN

  
  

  Job description

  Job responsibilities

  Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

  #caretojoinus

  Job description

  Job responsibilities

  Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

  #caretojoinus

  Person Specification

  Knowledge and experience

  Essential

  • Good Knowledge of Telephone Systems with recent experience of working
  • Experience of dealing with enquiries via telephone and face to face
  • Good knowledge of call centre technologies
  • Experience of working in a multidisciplinary team

  Desirable

  • ITIL V3 Foundation
  • Experience of working in a Healthcare IT environment
  • Good knowledge and understanding of Apple mobile phone handsets.

  Person Specification

  Knowledge and experience

  Essential

  • Good Knowledge of Telephone Systems with recent experience of working
  • Experience of dealing with enquiries via telephone and face to face
  • Good knowledge of call centre technologies
  • Experience of working in a multidisciplinary team

  Desirable

  • ITIL V3 Foundation
  • Experience of working in a Healthcare IT environment
  • Good knowledge and understanding of Apple mobile phone handsets.

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Torbay and South Devon NHS Foundation Trust

  Address

  Regent House, Regent Close

  Regent Close

  Torquay

  TQ2 7AN

  
  

  Employer's website

  https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)

  Employer details

  Employer name

  Torbay and South Devon NHS Foundation Trust

  Address

  Regent House, Regent Close

  Regent Close

  Torquay

  TQ2 7AN

  
  

  Employer's website

  https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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