Service Desk Administrator

7 days ago

Egham, Surrey, United Kingdom proAV Ltd Full time
Job Description

**Role Overview**

proAV Ltd is a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

**Job Summary**

We are seeking an experienced Service Desk Administrator to join our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts.

**Key Responsibilities**

  • Single point of contact to meet the communication needs of key international customers.
  • Management and ownership of cases throughout their lifecycle and through to completion.
  • Case diagnosis and first line qualification of issues before escalation.
  • Ensure cases are restored for service within Service Level Agreements (SLAs).
  • Central point of contact between international customers and proAV suppliers.
  • Booking of engineering resource, logistics, travel, and critical spares.
  • Raising of accurate escalations in a timely manner.
  • Booking of preventative maintenance visits.
  • Engagement with other proAV departments.
  • Weekly touch-point meeting, reports, and chairing of conference calls.

**Person Specification**

  • Accurate recording of calls and customer/contract requirements.
  • Effective action and follow-up of required activities.
  • A meticulous attention to detail.
  • Administration and organizational skills.
  • Commercial awareness.
  • Excellent customer relations and interpersonal skills.
  • Ability to take responsibility.

**Desirable Skills**

  • Experience of incident-based ticketing systems.
  • Experience of CRM systems, (ideally Microsoft Dynamics).
  • Experience of SAP.
  • Experience of working in an AV/UC technology arena.
  • Previous Customer Service experience.

**Equality, Diversity & Inclusion**

proAV Ltd is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants.

We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences.

We make employment decisions based on the needs of our business and the qualifications and/or experience of the individual.

We support employees and job applicants with their work-life balance through our family-friendly policies and practices.

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