Hybrid Service Desk Analyst – AV Division

About the role

Our client, a leading IT solutions provider, is seeking a proactive Service Desk Analyst to be the first point of contact for Audio‑Visual support queries. You will diagnose issues, provide remote assistance and ensure incidents are resolved or escalated efficiently, working in a hybrid environment.

Key responsibilities

• Act as primary contact for AV support incidents via phone, email and ticketing system.
• Provide first‑line and some second‑line support for AV hardware, meeting‑room systems and collaboration platforms.
• Troubleshoot video‑conferencing solutions such as Teams Rooms, Zoom Rooms, Cisco and Poly.
• Support digital signage, control systems, audio processors and display technologies.
• Log, prioritise and manage incidents through to resolution while meeting SLA targets.
• Escalate complex issues to senior engineers or vendors when required.
• Assist with remote monitoring and proactive maintenance of AV systems.
• Maintain accurate documentation, asset records and knowledge‑base articles.

Required profile

• Previous experience in a Service Desk, IT Support or AV Support role.
• Understanding of Audio‑Visual technologies and collaboration platforms.
• Excellent communication and customer‑service skills, able to work under pressure.
• ITIL Foundation qualification is desirable but not essential.

Required skills

• AV hardware support
• Meeting‑room systems (Teams Rooms, Zoom Rooms, Cisco, Poly)
• Digital signage and control systems (Crestron, Extron)
• Audio processors and display technologies
• Ticketing systems (ServiceNow, Freshservice, Zendesk)
• Remote technical assistance

What we offer

• Competitive salary £25,000‑£30,000 per year plus bonus and optional overtime.
• Hybrid working flexibility.
• Training and certification opportunities across AV and UC technologies.
• Career progression to 2nd and 3rd line support.