Lily Communications is a multi-award-winning digital transformation company in Leeds offering voice, data, mobile, IT, and utilities solutions to businesses. With a strong emphasis on cloud communications, IT managed services, and customer-centric innovation, we strive to provide seamless, future-proof solutions for our clients.
Role Overview
As a member of the service desk, you'll be the first point of contact for technical queries and faults, delivering exceptional service and handling voice and data-related queries across our diverse product and service portfolio - such as Hosted VoIP, FTTP connectivity, call lines, mobile broadband, and more.
You'll work closely with clients and internal teams to troubleshoot, document, and resolve issues promptly, contributing to Lily's reputation for responsive and tailored support.
Key Responsibilities
* Provide first-line support via phone and email for telecom, voice, and data services (e.g., Hosted VoIP, FTTP, G.fast, Mobile Broadband).
* Diagnose, troubleshoot, and resolve incidents; escalate where necessary to 2nd/3rd line or external providers.
* Log and track incidents using internal ticketing systems, ensuring clear documentation and timely updates.
* Install, configure, and support customer endpoints - handset systems, VoIP setups, mobile devices, etc.
* Assist with remote deployments and upgrades of telecom solutions.
* Uphold excellent customer service standards - responding promptly and professionally to client needs.
Desirable Attributes
* Previous experience in a 1st Line, helpdesk, or technician role - preferably within telecoms or IT support.
* Solid understanding of VoIP systems, IP networking, and voice/data concepts.
* Proficient in diagnosing line and connectivity issues (e.g., broadband, G.fast, FTTP).
* Familiarity with handset systems, phone configurations, and mobile troubleshooting.
* Excellent communication skills; ability to explain technical concepts to non-technical users.
* Strong problem-solving attitude and commitment to customer satisfaction.
* Comfortable working within ticket systems and collaborating across teams.
* Experience supporting Microsoft Teams Voice or cloud-based collaboration tools.
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Gym membership
* Health & wellbeing programme
* Referral programme
* Shuttle service provided
* Sick pay
* Work from home
Ability to commute/relocate:
* Leeds LS11 8PR: reliably commute or plan to relocate before starting work (required)
Experience:
* Technical Support: 3 years (preferred)
* Remote Customer Service: 2 years (preferred)
Work authorisation:
* United Kingdom (preferred)
Location:
* Leeds LS11 8PR (preferred)
Work Location: In person