Av Coordination Support

**ROLE SUMMARY**

The Media Services Coordinator role consists of carrying out the day to day requirements of the Media Services Operations/VIP/Events coordination function, ensuring all requests are covered, services are delivered on time and the high standard of Media Services is maintained.

Excellent communication skills with all internal divisions of the business as well as our clients.

Experience of using video conference bridges and demonstrate success in delivering a high level of customer service and team leadership management. As a primary point of contact for requests from

You will have technical knowledge of AV / UC & Events industry. You will be methodical, structured, and self-motivated with excellent organisational and communication skills. The ability to work under pressure and prioritise work is essential. The role also incorporates an onsite point of contact to receive, handle and process VIP/Events users queries, requests & complaints, and proactive management of all reported request

**Responsibilities and Duties**
- Responsible for providing Media Services coordinator support between 06:00 & 22:00 IST - FTS Model for all other regions
- Accurately record and deal with VIP/Events/BAU requests and queries made to the Media Services VIP/Event/Operations mailbox.
- Maintain coverage of the incoming telephone lines for Media Services.
- 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 using the Cisco Codian Bridge/CMM platforms.
- Initiate first line support & trouble shooting/real time diagnostic activities.
- Work closely with the AV Tech team, Infrastructure, Engineer, Project teams, aiding and supporting
- Identify the different levels (VIP/Enhanced) of VIP support with emphasis on ExCo Board Members.
- Contact customers to discuss and confirm their video conference requirements.
- Report all service shortcomings affecting Media Services to the appropriate Manager.
- Attend daily operations meetings to review workload and resources.
- Maintain personal awareness of procedures relevant to Media Services, ensuring that changes are bought to the attention of the process owner.
- Support and train others within the Team to ensure procedural knowledge is passed to all relevant Team members.
- Deliver a high standard of service in accordance with the SLA’s for Media Services.
- Continuously review Media Service procedures for improvements/modifications.
- Scheduling and coordination of the Event Team; to include freelance or additional technician requirements
- Engage with external suppliers to provide event services and equipment not available within client site
- Management of event material including the production brief, order of show and post show reports
- Management of event data to ensure that presentations and/or video clips are provided within the required SLA
- Venue Management - To work with AV tech & maintenance teams to ensure that the event spaces are kept to the highest possible standard and/or work in partnership with property management to provide professional service to clients
- Work with other sites and via other delivery channels and collaborate with peers in other client locations to deliver live events
- Provide where required management information reporting
- SF Ticket Queue management
- Carry out troubleshooting and client training sessions on Media Services platforms.
- Perform other activities as needed.

**SKILL SET REQUIREMENTS**

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong customer service skills and experience within a high-profile environment
- Ability to manage service disruptions in a seamless manner via effective use of the team’s resources to maintain business as usual activity.
- Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.
- Ability to interface well with clients and peers effectively.
- Able to create and manage schedule Present a self-image of confidence and authority to enable effective customer service delivery and team management.
- Excellent telephone techniques and manner
- Excellent verbal and written communication skills.
- Ability to manage several projects simultaneously.
- Well organized with attention to detail. Ability to motivate self and others, excellent time management and organisational skills
- Ability to provide services to the highest specification within a Corporate Head Office Building
- Experience in related industry.

**GLOBAL COORDINATION**
- Maintaining a good working relationship with global AV counterparts.
- Hold and attend regular meetings with global AV teams to discuss service and operations issues.