Technical Service Desk Support Specialist
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.
Service Desk Support Specialist
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.
80%
Accountabilities Include: Knowledge & Key Skills
- 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.
- 20%
- Follow appropriate departmental and company procedures and policies (i.e., change control, problem and incident management)
- 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
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