The MOCC Service Desk Analyst supports global audio and video conference meetings, handling hundreds of events daily in a high-paced environment. The role involves multitasking, resolving multimedia issues, and maintaining professionalism while working with cutting-edge technology.
Key Responsibilities
- Process multimedia requests such as Audio and Video Conferences/events.
- Resolve Audio Conference (AC), Video Conference (VC) and Zoom booking issues.
- Communicate effectively with a diverse group of clients.
- Set up, monitor and manage audio & video conferences remotely and onsite.
- Process email and ticket requests efficiently and in a timely manner.
- Act as an audio conference operator for high profile Operator Assisted calls.
- Act as an event coordinator for high profile Zoom Corporate/Roadshow events.
- Coordinate preventative maintenance and troubleshooting for AV infrastructure.
Must-Have Skills
- Strong verbal and written communication skills.
- Strong analytical skills and quality conscious.
- Technical proficiency in Audio and Video equipment & technology.
- Experience with Audio Visual products and Cloud Conferencing (Zoom).
- Ability to work well under pressure.
- Professionalism and sound judgment in task prioritization.
- Teamwork and client interaction skills.
Nice-to-Have Skills
- Experience with software-based web applications like Zoom, WebEx, Teams, and Service Now.
- At least 2 years of experience operating and troubleshooting multimedia/audiovisual hardware and software.
