Service Desk Agent

1 week ago

Canberra n Capital Territory, Australia Diversified Full time $60,000 - $80,000 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.

  • Service Desk Agent

    2 weeks ago

    Canberra, n Capital Territory, Australia SKL Technology Full time $60,000 - $80,000 per year

    SKL Technology is currently looking for a Service Desk Agent to work for a National Research client.Location: Canberra, ACT.Type: ContractLength: 12 months with extensionsWorking Environment: 3 days in office, 5 days preferableCitizenship: Australian Citizens onlyThis role involves speaking to both internal and external stakeholders via email and phone to...

  • Senior Technical Service Desk

    3 days ago

    Canberra, n Capital Territory, Australia Unisys Full time $90,000 - $120,000 per year

    What Success Looks Like In This RoleUnisys is one of Canberra's leading Service Desk providers, supporting a range of Federal Government clients. We have multiple openings in a new team for proactive, enthusiastic, and technically savvy level 1 support agents. Unisys offers industry best practice training, a collaborative work environment and opportunities...

  • Service Desk Agent

    3 days ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. We have multiple openings in a new team for proactive, enthusiastic, and technically savvy level 1 support agents. Unisys offers industry best practice training, a collaborative work environment and...

  • Senior Airport Services Agent

    2 weeks ago

    Canberra, n Capital Territory, Australia Qatar Airways Full time $60,000 - $100,000 per year

    Job titleSenior Airport Services Agent - Canberra, AustraliaRef #221054LocationAustralia - CanberraJob familyCargo & Airport OperationsClosing date: 01-Oct-2025We are pleased to announce an incredibly exciting opportunity to join our Ground Services team in Canberra, Australia as Senior Airport Services Agent.Job RoleProvides quality service to passenger in...

  • Service Desk

    1 week ago

    Canberra, n Capital Territory, Australia Peoplebank Full time $60,000 - $80,000 per year

    About LeadersIT & PeoplebankLeadersIT is a premier IT and Digital Transformation consultancy in Australia, specialising in providing top-tier IT talent solutions across various industries. Affiliated with Peoplebank, LeadersIT has access to a vast network of over 500,000 IT candidates.About The ClientOur client is a global leader in Cloud and AI solutions,...

  • Associate Service Desk Analyst

    2 weeks ago

    Canberra, n Capital Territory, Australia Hays Full time $60,000 - $80,000 per year

    Long-term opportunity: 12-month contract with potential for extension.Collaborative team: Work in a supportive, fast-paced environmentDiverse support exp - Gain exposure to hardware,software,network troubleshootingStart your ICT career with a hands-on service desk role supporting a large government organisation in CanberraYour new companyJoin a large and...

  • Service Desk Assistant

    1 week ago

    Canberra, n Capital Territory, Australia NTT DATA, Inc. Full time $40,000 - $60,000 per year

    Kickstart Your IT Career – Service Desk Assistant (APS3 Equivalent)Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?Join our growing global NTT team and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one,...

  • Service Desk ITSM Program

    2 weeks ago

    Canberra, n Capital Territory, Australia Peoplebank Full time $60,000 - $80,000 per year

    About LeadersIT & PeoplebankLeadersIT is a premier IT and Digital Transformation consultancy in Australia, specialising in providing top-tier IT talent solutions across various industries. Affiliated with Peoplebank, LeadersIT has access to a vast network of over 500,000 IT candidates.About The ClientOur client is a global leader in Cloud and AI solutions,...

  • Service Desk Agent

    1 week ago

    Canberra, ACT, Australia Aurec Full time $60,000 - $80,000 per year

    We are seeking a motivated and customer-focused Level 1 Service Desk Officer to join a dynamic ICT team within the Federal Government. This role is the first point of contact for ICT support and plays a key part in ensuring seamless technology experiences for users.Australian citizens with a Baseline clearance are desirable for this role.About the RoleYou...

  • Service Desk Agent

    1 week ago

    Canberra, Australia Department of Employment and Workplace Relations Full time

    APS Level 3 - Canberra, ACT - $69,863 - $72,767 **About the Department of Employment and Workplace Relations** We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper. **The Role** The Service Desk Team provides...