AV Service Desk Representative

Service Desk Representative

Location:

Maidenhead (4 days per week in the office)
Salary: £30,000

An established AV company specialising in design, support, and integration is seeking a Service Desk Representative to join their growing team in Maidenhead. This is a predominantly office-based position, with occasional home-working flexibility. If you have experience in AV installation, AV support, or a similar technical environment, and enjoy delivering excellent customer service, this role could be a great fit.

The Role
You will act as the first point of contact for client support requests, managing service tickets, carrying out first-line troubleshooting, and ensuring issues are resolved or escalated efficiently. Working within SLA guidelines, you'll communicate clearly with clients and internal engineering teams while maintaining a high level of professionalism.

Key Responsibilities

Handle incoming support tickets using the service desk platform
Provide first-line fault-finding and troubleshooting over the phone
Support AV-related queries across installed systems and integrated solutions
Escalate technical issues to engineers when required
Monitor and prioritise cases to ensure SLA compliance
Maintain accurate and detailed ticket documentation
Deliver a friendly, proactive service to users at all levels

Skills & Experience

Minimum 2 years experience in a service desk, AV installation, AV support, or similar technical role
Understanding of AV systems, integration environments, or installation processes
Experience using ticketing platforms and working within SLA frameworks
Strong verbal communication and interpersonal skills
Confident in diagnosing faults remotely
Organised, detail-oriented, and able to multitask effectively
Comfortable working from the Maidenhead office 4 days per week