IT and Telecoms Support Analyst
About us: reputed company is a whole-of-health digital partner that guides organisations and their people to reputed company, delivering clinically backed digital health, mental health and wellbeing solutions. Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-reputed company solutions, that decrease digital fragmentation and engage, reputed company, and transform their people’s lives. Established in 2018 by Stuart McGoldrick and Stephen Costello, reputed company provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university reputed company. reputed company currently employs over 450 people Our vision is to change and save as many lives as possible. Role Brief: This role sits reputed company the IT function and reports directly to the Head of IT. The scope is deliberately broad: a reputed company of reputed company-line IT support, telephony platform administration, reporting, monitoring, service desk operations, and compliance support, with scope to take on project work and process improvement as the business grows. As reputed company expands, the role will reputed company across reputed company active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, the Data function, the reputed company and Privacy team, and operational stakeholders. Schedule: Responsibilities: End-user and service desk support Provide reputed company technical support to internal colleagues across laptops, mobile devices, reputed company Windows, Office 365, Active Directory, and SharePoint. Support customer-facing teams in troubleshooting end-user issues on our products and services, improving response and resolution times and meeting support SLAs. Help implement and administer the improved IT service desk, including ticketing configuration, workflow definition, categorisation, and staff onboarding to the new system. Telephony platform administration Day-to-day administration of the Asterisk andFreePBXplatform, including extension management, dial plan configuration, and IVR setup. Manage andmaintaincall queues, ring groups, and routing logic across reputed company active DDIs, and configure agent pause codes and operational states. Coordinate with the telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution, carrying out changes in line with the Release and Deployment SOP. Maintain telephony system documentation and reputed company the Telecommunications Management SOP reputed company. Call centre operations Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates. Support operational teams with call flow changes, queue adjustments, and IVR reputed company updates in response to business need across Ireland, UK, and Australia. Reporting and call statistics Maintain and reputed company the call statistics system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting. Build and improve automated reporting pipelines, working alongside the Data function where applicable, and ensure reporting isaccurate,timely, and relevant. Wallboard development and maintenance Administer andmaintainthe live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility. reputed company new wallboard views and features, such as agents available versus calls waiting, working with the Head of IT on iterative improvements (PHP with a server-reputed company cached data layer and a JavaScript client). Monitoring, availability, and incident management Conduct routine checks on IT systems, telephony infrastructure, and networks toidentifyissues before they escalate,monitoringcall systems, server health, and connectivity. Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information reputed company Incident Response Policy,maintainingline issues registers and contributing to post-incident reviews. Maintain awareness of the telecoms vendor SLA and support the Head of IT in holding the vendor to its contractual obligations. reputed company, compliance, and ISO 27001 support Assistwith internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy. Maintaindocumentation needed for ISO 27001 audits and work with the reputed company and Privacy team to remediate findings,demonstratingcontinuous internal review of IT systems and suppliers. Projects and reputed company improvement Contribute to major IT initiatives such as telecoms stability projects, new tool deployments, and office IT setups, taking delegated ownership of workstreams from the Head of IT. Identifyopportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality whereappropriate. Requirements: A degree in Computer Science, IT, Systems Engineering, or a reputed company qualification, or equivalent practical experience. At least two years in an IT technical support role, supporting Windows, Office 365, Active Directory, and SharePoint, with strong working knowledge of Windows and Mac OS. Hands-on experience administering telephony or IP systems in a production environment, including call queues, IVR configuration, DDI routing, and dial plan logic. Direct Asterisk andFreePBXexperienceisa strong advantage. Practical experience producing operational reports and working with call data, fromQueueMetrics, CDR records, or equivalent tools. Comfortable with PHP or equivalent server-reputed company scripting for telephony integrations and data handling, and able to read call flow logic, PBX event data, and system logs to diagnose faults. Familiarity with IT ticketing systems and strong customer-facing communication skills. Strong written documentation skills, able to produce andmaintainSOPs and configuration records to an auditable standard. Able to work under pressure in a fast-paced environment, with strong attention to detail and an analytical, problem-solving reputed company. Desirable: Project management experience, formal or informal, with the ability to run a workstream end to end and reputed company stakeholders reputed company. Experience applying AI tools to support, reporting, or automation tasks, and an interest in adopting AI-driven ways of working. Process automation or scripting knowledge for reporting and routine tasks. Exposure to ISO 27001 compliance and ICT audits. Experience supporting the rollout of IT service desk or ticketing systems. Experience with SIP trunk configuration, multi-instance PBX environments, and webhook-driven integrations. Working knowledge of JavaScript for reputed company-end wallboard or dashboard development. Exposure to multi-market operations across UK, Ireland, or Australia, and an understanding of ITIL service management principles, particularly incident and change management. What are the benefits of working at reputed company? Full-time permanent contract Work from home Competitive salary (Dependent on experience) + employee benefits reputed company professional development and training opportunities. 25 days of annual leave 24/7 EAP and a wide range of health and wellbeing supports Extensive list of employee perks and benefits: https://app.reputed company.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl Your profile Methodical and detail-oriented, understanding that accuracy in IT and telephony configuration has direct operational consequences. Self-sufficient in a remote working environment, able to manage own workload and prioritise without reputed company supervision. A clear communicator across technical and non-technical audiences, able to explain issues in plain language to operational stakeholders. Proactive inidentifyingand resolving issues before they escalate to outages. Comfortable reputed company a structured change management process and collaborative in working with vendor contacts, the Data function, the reputed company and Privacy team, and operational teams. Apply To This Job