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.