Digital Telephony Engineer

Job summary

The Digital Telephony Analyst will be a key member of the Digital Services team, ensuring the availability, performance, and resilience of the Trusts telephony infrastructure across all sites and services. This includes maintaining the security, reliability, and scalability of the Trusts telephony systems, enabling clinical and corporate systems to operate efficiently and securely.

The Digital Operations Team are responsible for the provision and support of electronic information systems and the system infrastructure for the Trust and local external NHS organisations.

The Digital Telephony Analyst will be required to provide third line support, maintenance and development for the many information systems, computer and server infrastructure and operating systems. The post holder will also provide second and third line out of hours on-call support on a rota basis.

Main duties of the job

• Maintenance and support of physical and virtual telephony infrastructure servers and services
• Maintenance and support of IVR, call queues and contact centres
• Implementation of new IVR, call queues and contact centres
• Provide expertise to the implementation and ongoing support of systems and services
• Contribute to the production of new methodologies and solutions as required
• Identify and diagnose system problems, providing resolution or temporary workaround options
• Provide operating system and system architecture knowledge and contribute towards the creation of operating procedures
• Pro-active monitoring of system performance and capacity.
• Configuring, monitoring and validating backup and restoration services of Trust systems including supporting documentation.
• Log and report service disruptions
• Monitoring incoming support requests from the Call Logging system and resolve these as required
• Liaise with internal departments and third party suppliers regarding hardware and software faults
• Analyse and implement highly complex technical solutions and contribute to Trust digital projects and solutions
• Make suggestions to the Digital Services Management Team on technical issues Liaise and advise with internal departments and external organisations
• Ensure documentation is available for all systems implemented or upgraded and ensure that this is kept up to date.
• Liaise with member of other teams with Digital Services to ensure the effective and efficient resolution of technical issues.

About us

We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers,home electronics schemes, working carers support, carer-friendly policies, and more. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.

Employer details

Employer name

The Mid Yorkshire Teaching NHS Trust

Address

Trust-wide

Wakefield

West Yorkshire

WF1 4DG

Employer's website

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

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Employer details

Employer name

The Mid Yorkshire Teaching NHS Trust

Address

Trust-wide

Wakefield

West Yorkshire

WF1 4DG

Employer's website

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

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