About the Role as a Telecom Expense Management Analyst
The UCaaS Service Analyst is a junior retained role supporting the technical oversight and service delivery of the organization’s Unified Communications as a Service (UCaaS) platform, provided by BT. Working under the direction of the UCaaS Service Manager, the postholder assists with day-to-day monitoring, incident coordination, reporting, and administrative tasks that keep the platform running smoothly and users well supported.
Purpose of the Role
To support the effective delivery and performance of the UCaaS service provided by BT, assisting with monitoring, incident coordination, reporting, and user support tasks that underpin a reliable and well-managed communications platform.
Key Responsibilities
Service Monitoring & Incident Support
- Monitor platform dashboards and alerting tools to identify and flag service degradation or anomalies.
- Log and track incidents raised with BT, ensuring tickets are progressed and updates are communicated to internal stakeholders.
- Assist the UCaaS Service Manager during major incidents by coordinating information, preparing communications, and maintaining incident logs.
- Conduct first-line triage of user-reported issues, determining whether they require escalation to BT or internal IT.
Reporting & Documentation
- Compile service performance data from BT and internal sources to support monthly and quarterly reporting.
- Maintain and update service documentation, including configuration records, contact directories, and runbooks.
- Track and report on open incidents, change requests, and actions arising from service review meetings.
Change & User Administration
- Process routine change requests and user administration tasks (e.g. new starters, leavers, licence assignments) in line with agreed procedures.
- Liaise with BT's service desk for standard change requests and monitor progress through to completion.
- Support testing activities for platform changes or recent featu