Audio Visual Service Desk Coordinator

1 week ago

Sydney, New South Wales, Australia Peace Of Mind Installation & Integration ( Pomt ) Full time

Position Overview

You will be a part of the Service Desk, providing 1st line support and technical assistance to our clients as part of the** Support Services Team**. This will be across all POMT solutions (Audio Visual, Video Conferencing, Meeting Room Solutions, Workspace Management, Digital Signage, and IPTV).

The role's primary focus will be the first contact for all our supported clients in regards to their Audio Visual solutions. Troubleshooting, diagnosing, and coordinating technicians to ensure the equipment/requests get actioned within our agreed upon SLAs.
- What you'll do
- Provide first contact for our clients who call in via our support number.
- Ensure all requests/incidents are logged within our ticketing system.
- Provide initial Level 1 & 2 troubleshooting/diagnosing of issues.
- Coordinate level 4 technicians to site if required.
- Liaise with third-party companies for repairs and replacements.
- Ensure our tickets are resolved in alignment with our SLAs.
- Attend meetings with clients to review open and previous tickets.
- Work closely with a team lead to ensure all clients are supported.

- What you'll have
- Excellent communication (verbal and written) skills.
- Strong time management skills.
- A purpose driven, customer-first attitude.
- An understanding of Audio Visual, Video Conferencing, Meeting Room Solutions, Workspace Management, Digital Signage, and IPTV.
- Ability to prioritise requests and tickets and remain focused, friendly and calm when dealing with customers.
- Ability to work as a team with a positive attitude.
- Strong organisation skills, attention to detail and the ability to multi-task.
- Effective communication, troubleshooting, and problem solving skills.
- Superior customer service skills to work efficiently and effectively with both internal and external customers.
- Experience with the below brands/equipment/roles is ideal
- Zoom, Zoom Platform Settings, & Zoom Rooms
- Microsoft Teams
- Appspace - digital signage
- Crestron
- Tesira
- Poly
- Cisco
- AMX
- Networking
- IT experience
- Previous Service Desk roles

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