Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Voice Operations Analyst I reports to the Manager and/or designate and provides telephony technical support services based on client requests including moves, adds and changes to landline telephones, programming of voice menus and working with 3rd party vendors to order telephone products and services for request fulfillment.
The role provides technical advice on Telecommunications systems, Cisco, Genesys, Avaya and NEC by analyzing, diagnosing problems and formulating solutions fo`r clients. The Voice Operations Analyst I supports high availability for Telecom services by troubleshooting and resolving network and telephony issues, establishing technical standards and documentation, designing, installing, configuring and upgrading network and telephony components and monitoring the voice network and performance and assist with planning infrastructure enhancements.  

The Voice Operations Analyst I is a proficient MS Office user who draws from experience with Telecom systems  and maintains currency in technology and business skills by methods such as researching the Web and trade journals.

Duties/Accountabilities:

1. Analyzes, diagnoses problems and formulates solutions and provides technical advice on Telecommunications systems, referring problems as required.    
2. Participates in the planning for the installation of new and revised telecommunication systems. Coordinates the activities related to the installation of hardware and software specific to telecommunications.  
3. Gathers information from regional user departments regarding requirements for telecommunications equipment and software access. Determines the systems and equipment that will best meet user requirements, in consideration of current capacity and regional standards. Makes recommendations to user departments and/or Coordinator.
4. Provides input into the functioning, capacity, and requirements of new telecommunications products and services by evaluating equipment performance and testing the functions of the equipment.
5. Provides user training and orientation in the use of telecommunications related software and hardware for staff. Prepares instructional materials by creating quick reference guides for voice mail. Assigns work tasks to designated staff and provides related training and orientation.
6. Activates, operates, and programs regional telecommunications hardware, according to requirements, by remotely accessing switches using telecommunications equipment.
7. Develops and revises new support procedures for areas by testing the status of the equipment and developing high level and detailed flow charts.
8. Provides support for moves, additions, and changes to telecommunications systems by determining required technician services and contacting appropriate vendors.
9. Performs other related duties as assigned.
   
   

Qualifications:

Education, Training and Experience

• Grade 12, graduation from a recognized two year computer systems technology diploma program plus three years' recent related experience or an equivalent combination of education, training, and experience.
  
  

Skills and Abilities

• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Physical ability to carry out the duties of the position.
• Ability to deal with others effectively.
• Ability to organize work.
• Ability to operate related equipment.