Scope:

The AV & Premier Support Analyst is a key role in the IT Service Delivery team. The role is required as a result of changes in the support requirements of the firm's leadership, changing demand for our meeting spaces, with a high percentage of remote working, and a transition to Microsoft Teams as our primary voice and video platform.

The role will deliver a white glove service to senior VIPs for all their IT needs and will be responsible for the management and maintenance of the Audio-Visual systems within our London offices.

The role holder will be expected to act as the primary point of support for VIPs during periods of leave for your manager and provide support and development in the delivery of this service to the wider Service Delivery team.

Experience in supporting board level stakeholders, responding effectively, with autonomy and to the highest level of professionalism, at times under pressure, is essential.

Effective communication and coordination with other departments, individuals and staff members, clients, office administrators, outside vendors and contractors is an essential part of this position.

Responsibilities:

• Provides technical on-site, face to face desktop support, including installation, troubleshooting, problem resolution and maintenance to senior client stakeholders across the spectrum of technologies in use within Customer enviornoment.
• Owns problems through to resolution, demonstrating product authority and managing the engagement of external vendor support as required.
• Maintains an understanding of IT change and planned project work to maintain a consistent message on the performance and objectives of Group IT.
• Develops and maintains a detailed understanding of the firm's major IT systems, including how business transactions are managed through interface between platforms, in order to provide the appropriate advice to customers when dealing with problems.
• Ensure client requirements are understood and escalated to the appropriate teams, proactively feeding this into projects and operations specialists, including communication to IT management.
• Is accountable for the support of Audio-Visual technologies within the firm's meeting spaces, reception areas, production studio and externally hosted webinar technologies. The candidate will be expected to support operational changes to the configuration of these services as the needs of the business adapts and provide advice on how technology change can support these needs.
• Performs the role of technical support for major change programmes related to Audio Visual services
• Facilitation and support of senior stakeholder events (eg board meetings, large client events etc)
• Collaborates with the Facilities team to ensure that the technology in meeting rooms functions as designed and is maintained to a high standard.
• Provides coaching and mentoring for other Service Delivery team members, including periodic training on the Audio-Visual solutions to improve our support capability.

Team

General Team Responsibilities:

• The candidate must be a team player and be prepared to take on activities outside of their role, as required, to ensure the IT Service Delivery team achieves its service levels and KPI's.

• The candidate will be expected to work without supervision, adhering to a framework of standards and operating procedures, and will often be supported remotely.

• The role will be expected to work in client location at Baker Street, and also visit to other client offices in UK

Core Competencies

• Customer focus

• Personal resilience

• Strong communicator

• Good documentation skills

• Excellent at problem-solving (analytical thinking)

• Process orientated approach to tasks

• Motivation to succeed and develop their career

Technical Experience

• Windows 10

• M icrosoft Office 365

• Microsoft Teams

• Skype for Business

• Zoom

• On24

• HP Laptop hardware

• Crestron AV

• Business Applications