Audio Visual Helpdesk Coordinator

This is a fantastic opportunity to join a globally recognised Audio Visual design and integration company.

Our client is seeking an Audio Visual Helpdesk Coordinator to provide 1st line support for end users.

The role:

• Answering incoming calls within an appropriate time frame, to a high level of customer service.
• Active participation in team communications and activities.
• Logging calls accurately and to company standards, in the Call Management system.
• Managing tickets through to resolution, ensuring all updates and relevant communications are recorded, and passed to the relevant internal support team.
• Making outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and logged.
• Escalating to internal departments and within the SLA if the fault is outside the support scope.
• Updating the end user and ensuring all relevant parties are kept in the loop at all times.
• Informing key personnel within the Service Desk of any High Priority calls.

Skills required:

• Excellent communication, drive and decision making skills.
• A team player is essential.
• Either Experience with Smart board, Promethean board and projectors or AV conferencing systems including Polycom and Tandberg would be beneficial.
• Previous experience with managing warranties and logging RMA’s with manufacturers would also be beneficial.