Service Desk Technician

Pure AV is looking for an ambitious and organised Service Desk Technician to join our growing team in Preston. This is an exciting opportunity for a results-driven professional who thrives in a fast-paced environment, enjoys building relationships, and is passionate about delivering exceptional customer service.

As a Service Desk Technician, you will be a key point of contact within the Service team, coordinating service delivery activities, supporting customers, and working closely with Engineering, Projects, Sales, and Operations to ensure service requests are managed efficiently and a high standard of customer satisfaction is maintained.

Reporting directly into the Service Desk Manager, this is a fantastic opportunity to make a real impact within a dynamic and supportive team while developing your career with a market-leading organisation.

Key Responsibilities

• Provide first line support to customers, responding to service requests and incidents in a professional and timely manner. Accurately diagnose issues, coordinate appropriate actions, and ensure customers are kept informed throughout the resolution process.
• Manage service tickets from receipt through to completion, ensuring incidents, maintenance requests, and engineering callouts are prioritised and progressed in line with agreed service levels. Escalate complex issues where required while maintaining ownership of customer communication.
• Coordinate engineering resources and service schedules to support reactive, preventative, and project-related activities. Ensure engineers are effectively deployed to meet customer requirements and operational priorities.
• Liaise with customers, suppliers, manufacturers, and internal teams to coordinate equipment repairs, replacements, and RMAs. Monitor progress and provide timely updates to ensure positive customer experience.
• Maintain accurate records within the service management system, ensuring all service activity, asset information, and customer communications are documented to support effective reporting and operational performance.
• Support the production of service reports, maintenance schedules, and customer documentation, ensuring information is accurate, up to date, and aligned with business processes.
• Work with Service, Engineering, Projects, Sales, and Operations teams to ensure seamless service delivery, effective knowledge sharing, and a consistent customer experience across the business.
• Identify opportunities to improve Service Desk processes, working practices, and customer service standards. Contribute ideas that enhance operational efficiency, service quality, and overall team performance.
   

Essential Skills and Experience

• Good understanding of Service Desk operations, incident management processes, and service delivery.
• Knowledge of customer service principles, service level agreements (SLAs), and key service performance metrics.
• Understanding of fault logging, triage, prioritisation, and escalation procedures within a technical support environment.
• Familiarity with service management systems, ticketing platforms, and asset management processes.
• Customer-focused mindset with a commitment to delivering excellent service.
• Strong organisational skills with the ability to manage multiple tasks and priorities simultaneously.
• Effective problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills, with the ability to build positive relationships with customers and colleagues.
• Ability to coordinate engineering resources, service activities, and customer requests in a fast-paced environment.
• Proficient in the use of service management, ticketing, and Microsoft Office applications.
• Strong attention to detail and commitment to maintaining accurate service records and documentation.
• Experience working within a Service Desk, Helpdesk, Technical Support, or customer service environment.
• Experience coordinating service requests, incidents, maintenance activities, or field engineering resources.
• Demonstrable experience of managing customer communications and delivering high levels of customer satisfaction.
• Experience using service management or ticketing systems to track and manage service activities.
• Experience providing first line technical support would be beneficial.
• Knowledge of the Audio Visual (AV) services industry would be advantageous.
   

What we Offer

• Competitive salary, dependent on experience.
• Company pension scheme.
• Additional leave entitlement.
• Bereavement leave.
• Company events.
• On-site parking.
• Ongoing training and development opportunities.
• Career progression within a growing organisation.
   

Eligibility Requirements

• Be eligible to work in the UK (no sponsorship available).
• Hold a valid passport.
• Be fluent in spoken and written English.

This is a fantastic opportunity to join a well-respected, friendly and progressive company which offers great opportunities to build a career and progress. Package is dependent on experience.