Av & IT Support Desk Manager

2 weeks ago

London, Greater London, United Kingdom AVjobs Ltd Full time

The Opportunity
This is a great opportunity to work within a leading end-to-end audio-visual solutions provider as their Support Desk Manager.

Role Overview

Role Description

  • Proactively manage the support team to ensure tickets are closed or escalated within the required service level agreement.
  • Run short daily catch up sessions with the remote members of the team.
  • Handle initial escalation point from customers and be a known point of contact throughout our customers organisations at management level.
  • Understand service level agreements with internal account managers to ensure compliance with site visit times, preventative maintenance goals.
  • Maintain a database of subcontractor technical specialists and provide point of contact when they are required.
  • Assist in the delivery of specific projects when required, drawing on available resources to provide recommendations, designs, costing, deployment, and technical testing.
  • Take responsibility for own workload and keep others informed, highlighting potential problems, and suggesting solutions to ensure continuity of service delivery.
  • Interface with internal account managers to understand their desires for data reports and how the support desk can continue to capture the correct data.
  • Communicate effectively with customers, team members and colleagues across the Company.
  • Run handover meetings from Projects to Support ensuring that all relevant data is captured for site, contacts, equipment list, drawings, etc.
Based in South West London salary is £40k-£50k p.a. plus benefits.

Your skills and experience

  • 10 years experience of providing IT or AV support (1st 2nd tier) and the processes associated with it.
  • Knowledge of computer hardware including desktop PCs, laptops, and mobile devices.
  • Knowledge of specialist AV hardware and software.
  • Experience of installing, and using one or more computer operating systems such as Microsoft Windows, Mac OS, and Linux.
  • Knowledge of IT networking.
  • Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
  • Technical competence and proven troubleshooting skills.
  • Excellent organisational skills.
  • Excellent interpersonal and communication skills.
  • Ability to troubleshoot a multitude of hardware and software problems and to learn / adapt to new technologies.
  • Ability to assimilate new support tasks, while retaining and developing established ones.
  • Ability to adapt communication style to suit the audience.
  • Ability to work within a changing business and technical environment.
  • Ability to deal with confidential and sensitive information with tact and discretion.

The Organisation
Our client is a well-established AV Digital Signage company. Theirs is a happy and friendly team with core values which help drive their ongoing success.
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