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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
