Technical Service Desk Support Specialist

Unifiedsupport; Thatcham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

BUPA Health care

Dental cover

28 days holiday

Auto-enroll pension

Job summary

Unifiedsupport is seeking a Technical Service Desk Support Specialist for our Maidenhead office. You will handle inbound fault tickets, log and triage requests, and support AV and IT systems with a customer-focused approach.

You will assist with the deployment and troubleshooting of AV hardware and software, manage 1st/2nd line support, and maintain accurate service desk records. Training will cover AV elements; IT certifications are a plus.

Qualifications

• Strong customer service experience and clear communication.
• Experience with ticket logging and admin tasks.
• Interested in IT/AV技術; IT certifications are a plus.

Responsibilities

• Inbound fault ticketing and directing the helpdesk for AV equipment.
• Oversee internal IT systems and assets; assist with upgrades and fixes.
• Prepare AV hardware ahead of project installation; ensure items are configured.
• 1st and 2nd line support within SLA; provide phone/email support.
• RM A management and reporting; maintain tidy service department.
• Support office relocations and stay updated on latest technologies.

Skills

Strong customer service

Clear communication

Ticket logging

Admin skills

IT support

Attention to detail

Willingness to learn

Tools

CRM

MS Teams

MS Office

Excel

Job description

Technical Service Desk Support Specialist

We are currently recruiting for a Service Desk Support Specialist working within a rapidly expanding Audio-Visual company based in Maidenhead. Our ideal candidate will have strong customer service experience with clear communication, experience with ticket logging, good admin skills, and a passion for technology, ideally with IT support experience. Training will be offered to cover the AV element of the role. IT certifications would be beneficial. This role is office-based.

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 and assists with upgrades and fixes.
• Preparation of Audio-Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly.

80%

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 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 /Mediastar/Tripleplay)
• Leaving the support function in such a state that colleagues could easily pick it up during an absence.
• Communicating with customers and site contacts
• RMA management
• Reporting
• 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's 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 through scorecard.
• Monthly meetings with on-site primary contact
• Completing post-job and PM reports
• Providing 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 and IT experience (training will be offered for the AV element)
• Must be well organised and can prioritise workload effectively whilst liaising with colleagues pro-actively.
• Ability to multi-task, work under pressure, and meet 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

Package

• Tools: PC
• Auto-enroll pension kicks in month 3 of employment. Details will be covered in the induction.
• Probationary period: 6 months, then personal cover :
• BUPA Health care (chargeable optional cover for family if requested)
• Dental cover (as above)
• 28 days holiday including the 8 bank holiday days