Openings >> AV Helpdesk Coordinator
AV Helpdesk Coordinator
Title:AV Helpdesk Coordinator
Department:Audio Visual Service
Location:Wilmington, MA

Under the direction of the Director of Audiovisual Operations, the AV Helpdesk Coordinator is responsible for the overall management and support of all service tickets and orders. The Helpdesk Coordinator is responsible for receiving, documenting, and managing all AV service requests from both RT clients and internal staff from the initial support request to the close of the service ticket.

Major Responsibilities:
  • Creating service tickets for reported issues from customers and inside staff
  • Making sure that all service tickets are updated in a timely manner
  • Making sure that all SLA’s are met as per our service contracts with our clients
  • Following up on all open service tickets as per our SLA’s
  • Creating and managing all service orders related to tickets
  • Gathering and providing equipment/information for Service technicians when making service calls
  • Professional and customer service oriented communication both verbal and written with clients and staff
  • Ensure that all information from Service visits is entered into the service database and then appropriately archived.
  • Ensure that all required Preventative Maintenance visits are being scheduled and completed as per our SLA’s.
  • Scheduling Service technicians for service tickets that require on-site or phone support
  • Working with Vendors for equipment repairs or replacements when under warranty
  • Update Loaner assets spreadsheet as equipment comes is utilized, add, and subtracted.
  • Email schedule to all Service Technicians and Manager of Technical Services at the end of each business day with the next days visits in the email body
  • Bill all T&M service work at the closure of the ticket
  • Perform physical inventory counts of loaner assets and lamp inventories
  • Submit orders for replacement, loaner, and demo equipment, parts and supplies
  • Maintain/Monitor Hedberg reports, such as Orders Waiting for Action, to insure all completed work has been billed appropriately
  • Adhere to the established Departmental Methodologies and Policies and Procedures
  • Performs other similar duties as required or directed
  • Protects the confidentiality of information, including Client list and interactions, within areas of own position responsibilities
  • Promotes a continuous quality improvement effort to enhance the services provided to clients and other GroupComm staff by demonstrating positive attitudes and actions through a display of courtesy, congeniality, cooperation, initiatives, sensitivity, professionalism, and continued professional development


Position Qualifications
  • A minimum of 2 years of experience working in a customer focused environment
  • Intermediate expertise using windows based operating systems and MS Office applications
  • Strong attention to detail
  • Ability to remain calm and focused while dealing with challenging and stressful situations
  • CTS Certification desired but not required
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