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Service Desk Operator

UniLED has an exciting opportunity for an experienced Service Desk Operator to join the business to offer first line remote support.

Who we are

UniLED specialise in the service and maintenance of digital signage networks. We provide a comprehensive and fully integrated service solution for our clients to fulfil their business needs. With a portfolio of over 1,000 screens, UniLED has established itself as the market leader of screen maintenance and content management in the UK.

Job description

Due to the continued growth at UniLED there is a need for an experienced Service Desk Operator.

This is role is pivotal for offering first line remote support and ensuring effective client communication, along with remote case management. You will also conduct remote repairs and remote screen commissioning whilst working effectively with all key stakeholders.

Key responsibilities

  • Responsible for being part of the 24-Hour Service Desk and able to work within that required rota.
  • Responsible for the screen hardware/ software / networking Monitoring – in line with the required KPIs
  • Responsible First Line Support Remote support and case management once an issue has been identified.
  • Responsible for the Client Communication on an incident-by-incident basis
  • To ensure all requirements of our services contract are delivered within agreed SLAs
  • Work closely with all relevant stakeholders across the business in an effective manor
  • To build strong and effective relationships with direct reports, clients and key stakeholders in order to deliver first class service.
  • Responsible for remote commissioning of LED/LCD screens and the associated communication equipment
  • Responsible for the monitoring and implementation of the brightness controls across all the LED screen estate.
  • Responsible for working with the logistics/inventory/field service teams to ensure dispatching of cases when required and the completion of cases from start to finish.

Skills & experience

  • IT Support
  • AV Background / ITIL background preferable
  • Experience in DOOH highly desirable, failing that AV knowledge / experience preferable
  • Educated to a degree level preferable
  • PC Literate MS Office skills
  • Communication skills

  • Organisational skills
  • Relationship management skills
  • Fault finding ability
  • A team player who can perform tasks independently using their own initiative
  • AV / DOOH experience preferable

Package details

  • Competitive Salary
  • Company Pension Scheme
  • Company Laptop
  • 25 Days Annual Leave + Bank Holidays


5 Wellesley Court, Apsley Way, Staples Corner, London NW2 7HF

Please send your CV (no longer than 2 pages) and a cover email, which tells us a bit about yourself and your interests.


Equal opportunities

UniLED is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.