Audio Visual Support Specialist

JOB PURPOSE

To lead and manage the Ireland Audio Visual support team, with a goal to deliver reliable and well-supported AV/VC systems across Irish offices. To develop strong rapport with our local stakeholders and key customers. To assist in the planning, co-ordination, management and delivery of high profile change management projects based on the technology refresh lifecycle for all Ireland locations and to manage the day to day activities of the Ireland AV Support team.

SCOPE

The Audio Visual Specialist is responsible for managing the following:

• Building and maintaining on-going relationships with key individuals within the business to help meet their support requirements and to build relationships with key individuals in our global teams in order to aid in the delivery of local support
• Assist in the development and growth of AV as a service across Ireland
• Acting as an AV Lead working with Project & Operations teams and various third party project contractors for change programs
• Assisting in defining and managing the Technology Refresh pipeline by working closely with the Operations team for The Dock and other Ireland locations
• Ensuring that Information Security and Data Privacy requirements are implemented and audit ready
• The coordination and delivery of Technology for all events and high-profile visits in Ireland
• Liaising with all Operational teams to deliver high-end corporate services and events

RESPONSIBILITIES AND ACCOUNTABILITIES

Technology Support, Maintenance & Management

• Act as Technical subject matter expert (SME), with the ability to manage and deliver high-profile corporate meetings and events including technical requirements such as: Audio Visual equipment setup and management, network setup and connectivity, network printing, software and hardware support
• Act as an AV Cyviz subject matter expert (SME) to ensure dynamic and innovative use of the Cyviz AV installations for business as usual and special events
• Use understanding of the technology capabilities within the environment to best position technical solutions /offerings to meet business objectives
• Troubleshoot issues, adapting and creating non-standard approaches to problem solving in live situations
• Manage the set up and install of additional equipment as required for the AV offering (video screens, video monitors, connecting wires and cables, sound speakers etc.)
• Effectively manage IT equipment held onsite within all Ireland locations
• Act as single point of contact and the SME for the technology requirements for all local and global events in Ireland
• Ensure the physical security of assets within the Accenture environment is maintained
• Liaise with 3rd party suppliers to ensure effective delivery of goods and services

People Management

• Provide effective management / direction for direct reports and contributing SME resources
• Provide effective management of all direct reports ensuring they are performance managed to a high standard, providing performance feedback in a timely manner, managing poor performance effectively and completing formal performance feedback via Performance Achievement per each discrete project completed
• Implement the Career Development Framework to ensure individuals have the right skills for the role: training, developing and implementing succession planning within the team to meet business needs
• Manage and prioritise a complex workload for the team as a whole, to ensure optimum team performance, whilst maintaining or improving current employee satisfaction level as measured by the Global Engagement Survey (GES)
• Check key skills for each role within projects/work packages are documented and updated to ensure skill sets are broadened in line with different project activity

Customer Relationship Management

• Work with customer representatives to capture requirements in order to develop knowledge of client requirements and desired service levels
• Ensure proactive involvement with projects and initiatives to improve impact on service delivery
• Deliver all elements of the Service Management Framework (incident, problem, change & reporting) in order to meet SLAs
• Work with and leverage internal teams to ensure successful delivery of all high-profile events
• Provide dedicated and personalized executive Technology support to VIPs where applicable
• Work within multi-functional teams during planning, configuration, setup, running, event management and close down to ensure a successful customer experience
• A certain level of shift work and out of hours support for events, installations, changes is required

Financial Management

• Create budget forecasts (Capital and Operational) for all technology in scope feeding into the Ireland GS finance process
• Manage, monitor and report expenditure against forecast
• Work with the Ireland financial contact accountable for the delivery of results to ensure they fall within agreed perimeters of set budget for the financial year
• Report on project variances and spend as required and collate monthly accruals for all related costs to meet Accenture guidelines

PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE

• Prior experience working within a helpdesk service role and IT/AV onsite support.
• Strong understanding of Windows Operating Systems, platforms and technologies
• Basic Knowledge and troubleshooting of AV Conferencing systems and IT systems (WAN/LAN networking)
• Working experience with audio / video devices from Cyviz, Cisco, Polycom, Crestron, Leyard, Planar, Lightware, Avocor, MS Surface Hub, SMART is a plus
• Knowledge of Digital media systems is a plus
• Excellent written and verbal communication skills
• Strong CRM skills, building stakeholder relationships
• Managing vendors
• Excellent organizational skills, efficient multitasking, and strong attention to detail
• Work in a fast-paced environment and handle stressful situations
• Be proficient in use of Microsoft products to the following levels:
  •       Excel - Intermediate
  •       Word - Basic
  •       PowerPoint - Basic
  •       Microsoft Outlook - Basic
• Basic understanding and use of Service Now, or equivalent incident management tool.

GENERAL

• Standard work hours of 37.5 hours a week, between 08:00 and 17:30.  However, a flexible working attitude is certainly required when considering global teams and critical milestones within project delivery
• Office based and eligible for Homeworking, a level of travel and working from other customer or client locations will be required from time to time

AWS/TS SKILLS REQUIREMENTS

Core Management Skills

Technical Skills

Cognitive & Behavioural Skills

• People Management
• Audio Visual and Video Conferencing
• IT Literacy
• Network Services
• Project Management
• Technology Asset Management
• Anticipates Business Opportunities
• Communication
• Customer Service
• Drive and Motivation
• Impact and Influence
• Initiative and Innovation
• Problem Solving
• Team Leadership

Does this appeal to you? If so, we wish to hear from you.  

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. 

.........