Telephony Analyst

Have you got an eye for Technology and Data?

Love analysing and problem solving?

Do you want to support our global award-winning team's communication?

This role will be maintaining all the thousands of calls, that we make to our colleagues all over the world on a daily basis!

The basics...

• As part of your daily activities, you will respond to requests for changes and maintenance to the unified comms platform, following global standards.
• You will collaborate closely with regional and global resources, actively contributing to the Agile development of the Unified Comms platform.
• Your expertise will be invaluable in specifying user/system interfaces, laying down validation and error correction procedures, defining processing rules, access controls, security measures, and audit controls.
• You will assess associated risks, establish recovery routines, and outline contingency procedures. Additionally, you will skillfully translate logical designs into physical designs.
• Monitoring service delivery performance metrics will be one of your responsibilities. You will actively engage with managers and customers to prevent any breach of service level agreements, ensuring stakeholders have the opportunity to plan for any potential deterioration in service.
• Agreed operational procedures, including system configuration, installation, and maintenance, will fall under your domain.
• Your keen eye for detail will enable you to pinpoint operational problems and actively contribute to their speedy resolution.

Requirements:

Desirable

• Genesys or similar telephony platform experience
• Open communicator
• Full training will be given, however applicants will be required to complete the relevant application qualification
• Travel as and when required to our HQ in Crawley or our offices in Dudley

Benefits:

• Competitive salary
• Hybrid working
• Rentokil Initial Reward Scheme
• 23 days holiday, plus 8 bank holidays
• Employee Assistance Programme
• Death in service benefit
• Free parking

At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.

We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to ([email protected]) if you need anything