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.
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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.
LI-SM1
What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression
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