Service Desk Analyst - AV Division

Confidential; Warrington; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Training & certification opportunities

Career progression

Job summary

Confidential is seeking a proactive Service Desk Analyst to join our client’s technical support team, delivering cutting-edge AV and collaboration technology. You’ll be the first point of contact for AV queries, diagnose issues, provide remote assistance, and escalate as needed to keep environments running smoothly.

You will collaborate with field engineers, project teams, and clients, supporting Teams Rooms, Zoom Rooms, Cisco Webex, Poly, Crestron, Extron, and other systems.

Qualifications

• Experience in a Service Desk, IT Support, or AV Support role.
• Familiarity with Teams Rooms, Zoom Rooms, Cisco Webex, Poly, Crestron, Extron desirable.
• ITIL Foundation qualification and ticketing systems experience would be helpful.

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, meeting room systems, and collaboration platforms.
• Troubleshoot issues with video conferencing systems (Teams Rooms, Zoom Rooms, Cisco Webex, Poly, etc.).
• Support digital signage, control systems, audio processors, and display technologies.
• Log, prioritise, and manage incidents through to resolution, ensuring SLAs are met.
• Escalate complex issues to senior engineers or vendors when required.
• Assist with remote monitoring and proactive maintenance of AV systems.
• Maintain accurate documentation, asset records, and knowledge base articles.
• Deliver excellent customer service and clear communication throughout the support process.

Skills

Customer service

IT support

AV technology

Communication

Tools

Teams Rooms

Zoom Rooms

Cisco Webex

Poly

Crestron

Extron

Job description

Our client, a leading IT solutions provider, are looking to recruit a proactive and customer-focused Service Desk Analyst to join their technical support team and deliver cutting-edge collaboration technology to clients across corporate, public sector, and enterprise environments.

This is an excellent opportunity for someone with a passion for AV technology, IT and first-class customer service.

As a Service Desk Analyst, you will be the first point of contact for all Audio-Visual support queries. You'll diagnose issues, provide remote technical assistance, and ensure incidents are resolved efficiently or escalated appropriately.

You’ll work closely with field engineers, project teams, and clients to maintain high service standards and keep AV environments running smoothly.

Key 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, meeting room systems, and collaboration platforms
• Troubleshoot issues with video conferencing systems (Teams Rooms, Zoom Rooms, Cisco, Poly, etc.)
• Support digital signage, control systems, audio processors, and display technologies
• Log, prioritise, and manage incidents through to resolution, ensuring SLAs are met
• Escalate complex issues to senior engineers or vendors when required
• Assist with remote monitoring and proactive maintenance of AV systems
• Maintain accurate documentation, asset records, and knowledge base articles
• Deliver excellent customer service and clear communication throughout the support process

As a successful candidate ideally you will have previous experience in a Service Desk, IT Support, or AV Support role and an understanding of Audio-Visual technologies is essential together with familiarity with Teams Rooms, Zoom Rooms, Cisco Webex, Poly, Crestron, Extron, or similar systems would be beneficial.

Excellent communication and customer service skills are essential with the ability to work under pressure and manage multiple priorities.

ITIL Foundation qualification and experience with ticketing systems (ServiceNow, Freshservice, Zendesk, etc.) would be desirable but not essential.

In return the company offers a competitive salary and benefits package, fantastic training and certification opportunities across AV and UC technologies with career progression to progression to 2nd & 3rd line status within a supportive team environment with the option and flexibility of hybrid working.

Salary: £25,000 - £30,000 DOE + Bonus + optional overtime