Service Desk Agent

1 week ago

Canberra n Capital Territory, Australia Diversified Full time $70,000 - $120,000 per year

The role: Secure Agencies - Service Desk Technician

You will be working within our existing and dedicated Secure Agencies Helpdesk Team located in the ACT. You will be demonstrating a combination of audio-visual (AV) technical knowledge, AV reporting and client relationship skills during efficient day to day operations.

The purpose of this is role is to provide ticket triage support to secure agency clients across Australia. A key element of this position is to ensure a high level of quality with ticket intake to ensure these can be processed and fulfilled within KPI's agreements. The person in this role must be proficient in reporting, service ticket management and client relationship building skills. It is a critical part of the Secure Agencies service team which acts as the central coordination point of AV incidents and requests.

What you'll 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 a 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 world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, 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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