We are looking to offer a Telecoms Support Analyst the opportunity to join our expanding Group Telecoms team based in Stevenage. This is a fixed term contract for 12 months.
About the team
The Group Telecoms Team are responsible for over 15,000 mobile connections and fixed line services within M Group, supporting users with queries and problems. The team also produces reports and information for billing and presentation.
You will be required to attend the office five days a week for the first month and then after that it will be three days a week in the office.
About M Group Services
M Group Services is a trusted employer to more than 10,500 people in the UK and Ireland. Operating across 21 businesses in 240 locations, we provide specialist infrastructure services in the water, energy, transport, and telecommunications sectors.
As a business, we believe communication is key. We work in an environment where growth and development are promoted within the business, and our employees feel they are trusted to get on with their work while finding this work interesting and challenging.
Where we are able, we work flexibly, believing that empowered colleagues are happier and more productive. We want to support our people as much as possible; therefore, if you require a more flexible working arrangement, we would be happy to discuss this with you!
As the Telecoms Support Analyst, you’ll get the opportunity to:
* Manage the relationships between M Group and mobile/fixed line/broadband suppliers.
* Ensure that an acceptable level of availability, reliability, and service is received and maintained.
* Keep records and produce reports to demonstrate the level of performance achieved to maintain level of service and aid in supplier negotiations.
* Generate usage reports to identify unused mobile connections.
* Manage fault finding and fixing of phone systems and services via a ticketing system.
* Place orders and cancel redundant services for MGS, coordinating office start-up and shutdown activities involving telephony systems and services.
* Keep up-to-date and accurate lists of assets and services showing who has what, where it is located, and the associated cost centres, and produce clear and accurate monthly reports detailing call and service spend.
What you’ll bring?
* Proven Customer Service Skills.
* Experience in dealing with suppliers (especially telephone system and service organisations).
* Good understanding of telephone systems and services and the terminologies used.
* Proven organisational skills.
* Good Excel skills.
* Ability to work under pressure and deal with difficult customers.
What’s in it for you?
* 25 days' annual leave plus statutory holidays.
* Discretionary annual bonus.
* Contributory Pension scheme.
* Life Assurance.
* Access to our Employee Assistance Programme.
* Cycle to work scheme.
* Access to a wide range of discounts and special offers through our online rewards platform.
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