Hybrid AV Service Desk Analyst — First‑Line IT Support

Clarify Consultancy Ltd; England; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Training & certifications

Bonus

Job summary

Clarify Consultancy Ltd is recruiting a Service Desk Analyst to join our client’s IT solutions team. You will be the first point of contact for AV support, diagnose issues, provide remote assistance, and ensure incidents are resolved or escalated promptly.

You'll work with field engineers, project teams and clients across corporate, public sector and enterprise environments, delivering high-quality customer service, maintaining SLAs and contributing to accurate documentation and knowledge base

Qualifications

• Experience in Service Desk or AV Support.
• Familiarity with AV hardware and collaboration platforms.
• Understanding of ITIL concepts is advantageous.
• Ability to diagnose issues and provide remote assistance.

Responsibilities

• Act as the primary contact for AV support incidents via phone, email and ticketing system.
• Provide first-line and some second-line support for AV hardware and meeting room systems.
• Troubleshoot video conferencing systems (Teams Rooms, Zoom Rooms, Cisco Webex, Poly, etc.).
• Support digital signage, control systems, and display technologies.
• Log, prioritise and manage incidents through to resolution and SLA adherence.
• Escalate complex issues to senior engineers or vendors when required.
• Assist with remote monitoring and proactive maintenance of AV systems.
• Maintain documentation, asset records and knowledge base articles.

Skills

AV support

Customer service

Remote assistance

Ticketing systems

Tools

Teams Rooms

Zoom Rooms

Cisco Webex

Poly

Crestron

Extron

ServiceNow

Freshservice

Zendesk

Job description

Clarify Consultancy Ltd is recruiting a Service Desk Analyst to join our client’s IT solutions team. You will be the first point of contact for AV support, diagnose issues, provide remote assistance, and ensure incidents are resolved or escalated promptly.

You'll work with field engineers, project teams and clients across corporate, public sector and enterprise environments, delivering high-quality customer service, maintaining SLAs and contributing to accurate documentation and knowledge base