About Involve Visual Collaboration Ltd Involve is a UK leader in delivering innovative visual collaboration and communication solutions across a range of industries including healthcare, justice, education, and enterprise. With a strong focus on technology integration and outstanding customer service, we provide reliable, high-quality support to ensure our clients remain connected and productive. Role Overview As a Service Desk Analyst, you will be the first point of contact for users experiencing technical issues or requests. Youll provide first-line support across a variety of systems, including video conferencing technologies, collaboration platforms, networked devices, and standard IT infrastructure. This is a critical role, ensuring smooth technical operations and delivering a high standard of customer service. Key Responsibilities Act as the first point of contact for internal and external users via phone, email, and ticketing system. Log, triage, and resolve or escalate incidents and service requests in line with SLA targets. Provide technical support for audio-visual (AV), video conferencing, and collaboration technologies. (Full training provided) Troubleshoot issues related to hardware, software, networks, and end-user devices. Work closely with 2nd/3rd line teams and field engineers to ensure swift issue resolution. Maintain accurate documentation of tickets, resolutions, and system configurations. Contribute to a knowledge base and assist in continuous service improvement efforts. Assist in onboarding and offboarding processes including equipment setup and account provisioning. Skills and Experience Required Previous experience in a service desk, helpdesk, or customer service role. Strong communication and interpersonal skills. Understanding of ticketing systems. What We Offer Competitive salary and benefits package. Opportunities for professional development and AV/IT certifications. Friendly and collaborative team culture. Hybrid working options (dependent on role requirements). Access to cutting-edge collaboration technologies and tools. ADZN1_UKTJ