Telecom Expense Management Analyst

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 new feature rollouts.

Stakeholder Support

• Act as a first point of contact for internal user queries related to the UCaaS platform.
• Assist with user communications, training materials, and FAQs as the platform evolves.
• Support the UCaaS Service Manager in preparing materials for service review meetings with BT.

Skills & Experience

Essential

• Some experience in an IT support, service desk, or technical operations role.
• Basic familiarity with unified communications or collaboration tools (e.g. Microsoft Teams, Zoom, or similar).
• Comfortable working with ticketing and monitoring systems (e.g. ServiceNow, Jira, or equivalent).
• Strong attention to detail, particularly when maintaining records and producing reports.
• Good written and verbal communication skills — able to convey technical issues clearly to non-technical users.
• Organised, proactive, and able to manage multiple tasks with guidance.

Desirable

• Awareness of ITIL service management concepts (formal certification not required).
• Exposure to VoIP, SIP, or enterprise telephony environments.
• Experience working with or alongside a managed service provider such as BT.
• Familiarity with Microsoft 365 administration.

About You:

Experience 4- 6yrs

Shift Time: 3.00 PM - 12.00 AM

Key Behaviours & Attributes

• Eager to learn – willing to develop technical knowledge of UCaaS and BT's service model.
• Reliable – follows through on tasks and keeps stakeholders informed of progress.
• Collaborative – works well with both technical and non-technical colleagues.
• Detail-oriented – takes care with data accuracy, documentation, and reporting.
• User-focused – treats internal users as customers and prioritises their experience.

Success Measures

• Incidents logged accurately and progressed promptly with BT, with no lapses in communication to affected users.
• Service reports produced on time and to a high standard of accuracy.
• User administration requests completed within agreed timescales.
• Positive feedback from internal users on responsiveness and communication.
• Service documentation kept current and accessible.

Development Opportunities

This role is designed as a development position within the retained organisation. The UCaaS Service Analyst will have the opportunity to build expertise in enterprise communications platforms, ITIL service management, and vendor governance — providing a strong foundation for progression to a UCaaS Service Manager or broader IT Service Management role.

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What’s in it For You?

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