AV Service Help Desk Coordinator

Salary: £26,000 – £26,400 per year

We are looking for a customer service-oriented Service Help Desk Coordinator to provide support to users in an efficient and accurate manner. The goal is to make sure that customers value is maintained to the standards set forth by the company.

Key Responsibilities
• Accurate tracking and logging of tickets and providing end to end service (including projects) to customers, manufacturers and third parties
• Manage service inbox.
• Gain Knowledge of all internal teams and third party escalation points to allow for seamless call management and escalation.
• Assisting other departments with technician resource
• Creating quotations and purchase orders
• Regular reporting to management
• Adding and investigate consumable requests through Sales orders and Third Party Suppliers
• Preserve and grow knowledge of help desk procedures, products and services
• Offering basic telephone assistance where applicable to the resolution of tickets.
• Working to achieve and excel all internal KPI’s and client engaged SLA’s across the business.
• Assisting with RMA and warranty replacements
• Creating Ad-Hoc Events for the Technicians
• Allocating engineer resource and monitoring engineer calendars both internal and third parties
• Ensure proper documentation is raised for engineers, i.e. health and safety and project related documents

Key Skills, Experience and Knowledge
• Excellent communication, telephone, email and customer focused service skills
• Experience using helpdesk call logging systems
• An understanding of Audio Visual and MPS products and connections would be an advantage
• Working knowledge of Office packages
• Geographical knowledge advantageous
• Ability to manage their own time resource but also work as part of a team
• Any professional training certifications would be advantageous but not essential

Holiday (25 + 8) bank holidays, 3 Duvet Days, Regular Training, Wellbeing Programme, Benefits Hub, Standard Pension Scheme