Service Desk Agent

5 days ago

Canberra, ACT, Australia Diversified Full time
Overview

Diversified Canberra, Australian Capital Territory, Australia

Service Desk Agent

Role within the Secure Agencies Helpdesk Team in the ACT, providing AV technical knowledge, AV reporting and client relationship skills during day-to-day operations. The role provides ticket triage support to secure agency clients across Australia and aims to ensure high-quality ticket intake and fulfillment within KPI agreements. The person in this role must be proficient in reporting, service ticket management and client relationship building; it is a central coordination point for AV incidents and requests.

What youll be doing
  • The first point of contact for client enquiries and service requests via phone, email, or ticketing system.
  • Accurately log and categorise incidents and requests in the service management system.
  • Monitor and update the status of open tickets, ensuring timely follow-up and communication with clients.
  • Assign and escalate tickets to the appropriate technical teams as required.
  • Coordinate service appointments, site access, and scheduling with clients and field staff.
  • Maintain detailed records of client interactions and service activity.
  • Support reporting activities, including service metrics, incident trends, and performance reports.
  • Ensure compliance with security and confidentiality requirements in all communications and record-keeping.
  • Liaise with internal departments (projects, procurement, logistics) to support service delivery.
  • Maintain a high level of customer satisfaction.
A little about you
  • Candidate to have a minimal or be willing to hold and maintain an AGSVA Security Clearance of Baseline
  • Strong in Microsoft Word, Excel, Outlook, Skype for Business & Teams
  • Excellent written and verbal skills
  • Exceptional customer and technical service skills
  • Trade qualification in electronics, communications, audio visual, help desk experience or demonstrated industry equivalent
About us

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the worlds most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Diversified partners with clients to create spaces that bring people together and keep them coming back.

Diversified strive to create a respectful and collaborative workplace culture that allows all employees to thrive. We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are also proud to foster a workplace free from discrimination. Diversified are committed to equal opportunity and building an inclusive workplace that embraces diversity.


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