AV Service Desk Representative

Prospero Integrated; Thatcham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading AV company in Maidenhead is seeking a Service Desk Representative to join their growing team. The role involves handling client support requests, managing service tickets, and providing first-line troubleshooting. Candidates should have at least 2 years of experience in service desk or AV support, excellent communication skills, and a knack for delivering great customer service. This position is predominantly office-based, with some flexibility for home-working.

Qualifications

• Minimum 2 years experience in a service desk, AV installation, AV support, or similar technical role.
• Understanding of AV systems, integration environments, or installation processes.
• Experience using ticketing platforms and working within SLA frameworks.

Responsibilities

• Handle incoming support tickets using the service desk platform.
• Provide first-line fault-finding and troubleshooting over the phone.
• Support AV-related queries across installed systems and integrated solutions.
• Escalate technical issues to engineers when required.
• Monitor and prioritise cases to ensure SLA compliance.
• Maintain accurate and detailed ticket documentation.
• Deliver a friendly, proactive service to users at all levels.

Skills

Customer service

AV support

Fault diagnosis

Communication skills

Tools

Ticketing platforms

Job description

Service Desk Representative

Location: Maidenhead (4 days per week in the office)

Salary: £30,000

An established AV company specialising in design, support, and integration is seeking a Service Desk Representative to join their growing team in Maidenhead. This is a predominantly office-based position, with occasional home-working flexibility. If you have experience in AV installation, AV support, or a similar technical environment, and enjoy delivering excellent customer service, this role could be a great fit.

The Role

You will act as the first point of contact for client support requests, managing service tickets, carrying out first-line troubleshooting, and ensuring issues are resolved or escalated efficiently. Working within SLA guidelines, you'll communicate clearly with clients and internal engineering teams while maintaining a high level of professionalism.

Key Responsibilities

• Handle incoming support tickets using the service desk platform
• Provide first-line fault-finding and troubleshooting over the phone
• Support AV-related queries across installed systems and integrated solutions
• Escalate technical issues to engineers when required
• Monitor and prioritise cases to ensure SLA compliance
• Maintain accurate and detailed ticket documentation
• Deliver a friendly, proactive service to users at all levels

Skills & Experience

• Minimum 2 years experience in a service desk, AV installation, AV support, or similar technical role
• Understanding of AV systems, integration environments, or installation processes
• Experience using ticketing platforms and working within SLA frameworks
• Strong verbal communication and interpersonal skills
• Confident in diagnosing faults remotely
• Organised, detail-oriented, and able to multitask effectively
• Comfortable working from the Maidenhead office 4 days per week