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, 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:
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 comprehensive 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 / Tripleplay)
Leaving the support function in such a state that it could easily be picked up by colleagues during an absence.
Communicating with customers and site contacts
RMA management
Reporting – new reporting options
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 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 thru scorecard.
Monthly meetings with on-site primary contact
Completing post job and PM reports
Proving 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
Must be well organised with the ability to prioritise workload effectively whilst liaising with colleagues pro-actively
Ability to multitask, work under pressure and to 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