Multimedia Service Desk Consultant

Based in a Banking environment we are seeking highly skilled candidates to work as part of a Global Team delivering Tier 2 Operational Support and Management of the Multimedia Service Desk.

Specific Skill Set Requirements:
Basic Skills in the following areas: AV & Events; Digital Signage and Video Streaming

In depth experience of Cisco products – CUCM, CTM, CTMS, TMS, VCS, VCSe and RTMT, CUCM 6 – CUCM 8
Cisco Gateways and Gatekeepers, VCS, VCSe, Knowledge of Blades – 8510/8710, SIP Trunks & Gateways, CTMS, Comprehensive understanding of VoIP concepts entailing installing, configuring & maintaining.
Must have experience of working in a help desk environment with Hands on experience and a strong understanding of standard AV system components including control systems, A/V switchers, audio DSP units, display technologies, etc…
Understanding of Video Streaming components: Publishing software (Presenter Plus), Application servers (AMMS), Network file storage, Web servers, Database servers (Accordent config), Streaming servers

Main Responsibilities and Requirements of the Role include:
• Process Development and Implementation – This to include all support process’ to enable successful delivery of this service including handover at beginning and end of each shift
• Documentation – creation& maintenance of all necessary documentation centrally stored with appropriate version changes as required to fulfil this service
• Service/Process Improvements – On-going Service Improvement Program (SIP’s) to optimise service levels and efficiency gains.
• Oversight of Multimedia Service Desk operations Skill set evaluations
• Incident Management reports – to provide detailed Incident management reports for all service Incidents and management of any escalations.
• Problem Management – to identify and establish trends in service incidents understanding root cause to recommend underlying fix to prevent future repetition
• SLA* reporting – to provide detailed management information reporting in line with proAV templates to measure contract performance against agreed service levels.
• MI* – to provide monthly Summary reports for all tickets and resolution categories in line with the requirement
• Represent GMSS team on support planning initiatives (new projects for service/product deployments and/or enhancements)
Candidates will also be required to operate the MCR in support of events within the auditorium and other areas.

Training will be provided for any skills gaps subject to successful candidates having the majority of the capabilities to fulfil this role.