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AV Coordinator

  • London, England, United Kingdom
MOS - Managed Onsite

Job description

We're looking for a candidate with great customer service skills who is looking to learn and build a career within a dynamic and supportive company. This role would suit someone who enjoys the helpdesk style approach to supporting clients providing a managed AV/VC booking and support service. This is a great opportunity for the right candidate to learn the role of an AV Coordinator and build a career in AV. You will join a company providing cutting-edge audio-visual solutions for major brands in many international territories. We have a customer-centric ethos and an open, engaging and questioning culture. You will find a company of creative, technical and very smart people who are passionate about what they do and developing others.

Main Purpose of Position

The Media Service coordinator team have a dual role of on-site interface and link between the on and off site-based support teams/clients and provide a managed AV/VC booking/support service. Individuals will be trained and deliver each service in accordance with the team Rota. The role will also include an onsite point of contact to receive, handle and process user’s queries, requests & complaints and a proactive management of all reported requests.

Main responsibilities

  • Accurately record and deal with requests and queries made to Media Services.
  • Manage the Media Services mailbox.
  • Provide a video conference room booking service and be fully conversant with the Condeco Resource Booking, AV & VC booking procedures.
  • Schedule, test, connect and monitor video conferences on the Codian video conference bridge.
  • Monitor the video conference MXM gatekeeper and respond to system changes/alerts.
  • Carry out first lines support & trouble shooting/real time diagnostic activities.
  • Act as a primary contact for adhoc AV requests and be an excellent link between the clients and the Media Services technicians.
  • Identify the different levels of support with emphasis on Senior Management (VIP’s).
  • Report all service shortcomings affecting the Media Service Helpdesk to the appropriate Manager.
  • Maintain personal awareness of procedures relevant to Media Services, ensuring that changes are bought to the attention of the process owner.
  • Deliver a high standard of service in accordance with the SLA’s for Media Services.
  • Deal with day to day administrative duties and any adhoc duties assigned by the Media Services Operations Manager.
  • Continuously review Media Service procedures for improvements/modifications.
  • To ensure mandatory compliance with information security policies, standards and procedures.
  • An overall understanding of Service First and JTMS is preferable

Key Skills and Qualifications

  • Strong customer services skills and experience within a high-profile environment.
  • Excellent telephone techniques and manner.
  • Excellent verbal and written communication skills.
  • Present a self-image of confidence and authority to enable effective customer service delivery.
  • Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.
  • Ability to provide services to the highest specification within a Corporate Head Office Building.
  • Ability to manage service disruptions in a seamless manner via effective use of the team’s resources to maintain business as usual activity.
  • Excellent computer skills and the ability to learn new software and systems.
  • At least 2 years’ experience of operating within a customer service environment.
  • Computer literate in Microsoft Office suite: Word, Excel, Outlook
  • Experience using conference bridging an advantage

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.