At a Glance
- Tasks: Provide top-notch support for Audio-Visual tech and manage helpdesk functions.
- Company: Rapidly expanding Audio-Visual company based in Maidenhead.
- Benefits: 28 days holiday, health and dental cover, and a pension scheme.
- Other info: Training provided for AV elements and excellent career growth opportunities.
- Why this job: Join a dynamic team and enhance your tech skills while making a real impact.
- Qualifications: Strong customer service skills and a passion for technology; IT experience is a plus.
We are currently recruiting for a Service Desk Support Specialist working within a rapidly expanding Audio-Visual company based in Maidenhead. Our ideal candidate will have strong customer service experience with clear communication, experience with ticket logging, good admin skills, and a passion for technology, ideally with IT support experience. Training will be offered to cover the AV element of the role. IT certifications would be beneficial. This role is office-based.
Brief Overview of Role:
- Responsible for inbound fault ticketing and the direction of the helpdesk function for Audio Visual equipment for various job sites.
- Oversees internal IT systems and assets and assists with upgrades and fixes.
- Preparation of Audio-Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly.
Accountabilities Include:
- Deployment and management of company IT hardware & software.
- Call logging/ticketing / 1st and 2nd line support within their SLA.
- Supporting and troubleshooting a wide variety of AV software and hardware (Including but not limited to): Audio (Program and Speech, DSP-based systems) – (QSC, Biamp, Shure and Poly sound structure), Projection and Display Devices (Maintenance), Custom Control Systems (AMX/Crestron/Extron/SY), Audio and Video Conferencing Cisco/ Lifesize/ Polycom/ Zoom/ Microsoft Teams), Microsoft Hub, Digital Signage Systems (Scala/OneLAN/Brightsign), Video Wall Display Systems (Datapath/Dexon), IPTV (Exterity /Mediastar/Tripleplay).
- Leaving the support function in such a state that colleagues could easily pick it up during an absence.
- Communicating with customers and site contacts.
- RMA management.
- Reporting.
- Making sure the Service Department is clean and tidy, and acting on any H&S issues.
- Work with Microsoft-powered devices and partner equipment we install as part of our Microsoft Teams Rooms.
- Manage updates of the hardware during the pre-staging process.
- Work with our wider team to become the company's point of contact for troubleshooting and issues.
- Maintaining a good and up-to-date working knowledge of the latest technologies relevant to the company’s projects.
- Assist in office relocations.
Follow appropriate departmental and company procedures and policies:
- Monitor performance through scorecard.
- Monthly meetings with on-site primary contact.
- Completing post-job and PM reports.
- Providing phone/email tech support.
- Reporting ticket management.
- Product research and development for client requirements.
- Continue with PDP and applicable training.
- IMS and Quality Policy awareness and development.
Essential:
- Strong understanding of Windows Operating Systems and IT experience (training will be offered for the AV element).
- Must be well organised and can prioritise workload effectively whilst liaising with colleagues pro-actively.
- Ability to multi-task, work under pressure, and meet tight deadlines.
- A desire to learn and improve skills and knowledge.
- Fast learner, energetic, enthusiastic.
- Adaptable and flexible to business demands.
- Strong organisational and planning skills.
- Positive ‘can-do’ attitude.
- Able to work individually and as part of a team.
- Good numeracy and written skills.
- PC skills – Excel, Word, MS Teams & MS Office.
- CRM experience.
- Quick response to service desk tickets.
Package:
- Tools: PC.
- Auto-enroll pension kicks in month 3 of employment. Details will be covered in the induction.
- Probationary period: 6 months, then personal cover: BUPA Health care (chargeable optional cover for family if requested).
- Dental cover (as above).
- 28 days holiday including the 8 bank holiday days.
Technical Service Desk Support Specialist in Maidenhead employer: Unified Support
Join a dynamic team as an Audio Visual Service Engineer, where you'll enjoy a supportive work culture that values collaboration and innovation. With competitive salaries and a monthly car allowance, we prioritise employee growth through ongoing training and development opportunities, all while working in the vibrant London area. Our commitment to excellence in service ensures that you will be part of a company that not only values your skills but also invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Desk Support Specialist in Maidenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unified Support. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unified Support before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Service Desk Support Specialist in Maidenhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unified Support:Your cover letter is your chance to shine! Tell us why you want to work at Unified Support specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unified Support!
How to prepare for a job interview at Unified Support
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
