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Service Desk Coordinator

3 months ago

Frenchs Forest, Australia Pro Av Solutions Full time

Pro AV Solutions is the most experienced, well-respected and awarded Audio-Visual Integration company in Australia, recognised as an industry leader for well over 30 years with offices located across the country.  Pro AV Solutions design, integrate, support and maintain high-quality Audio-Visual systems and solutions for the Corporate, Government, Education, Health, Venue and Defence Sectors. Some of these solutions include:

  • Video and Audio Technologies
  • Conferencing and Collaboration
  • Control System Integration
  • Display and Digital Signage
  • Large Format High-Resolution LED
  • Managed Service Level Agreements

The Position on offer:

We have an opening for an enthusiastic, highly organised individual to provide day to day coordination and support within the Service Desk team to successfully deliver a service to our customers.   This role will be based in our Sydney Office in Frenchs Forest. 

The right candidate will be committed to and accountable for:

  • Monitoring and Managing the Service Desk inbox and service requests.
  • Responding to and initiating service requests aligned to customers’ requirements and SLA KPI’s where applicable.
  • Creating AVCare service tickets in the ticketing platform.
  • Working closely with AVCare Service Technicians on service ticket updates and calendar schedules.
  • Ensuring clear and concise communication is always conducted with our customers providing regular updates on ticket status.
  • Creating customer reports as and when required in a timely manner.
  • Working closely with other internal departments and regions through daily engagements and processes.
  • Updating customer service ticket reports/document as and when required.
  • Assisting and preparing invoicing of completed tickets where required.
  • Emailing invoices to customers on the completion of service call outs.
  • Following up on vendor repairs and update the information in the service tickets.
  • Following up on status of intercompany service tickets assigned to other regions.
  • Assisting with logging RMA’s (Return to Manufacturers Authorization) for faulty devices by following their respective processes.
  • Providing ticket resolution updates to customers on completion of service calls.

Technical skills preferred:

  • Strong PC Skills
  • Office 365 experience
  • Q360 Solutions CRM platform (Beneficial, not a requirement)
  • Smartsheet (Beneficial, not a requirement)

The individual we are looking for must have administration experience combined with an ability to forge relationships with internal and external customers. You must be a confident written and verbal communicator with excellent customer service skills.   If you possess an ability to work autonomously and can demonstrate a history of reliability, dependability and trustworthiness then we'd love to hear from you.

If you possess these qualities and are excited about becoming a crucial member of Pro AV Solutions, we encourage you to submit your application today. 

Pro AV Solutions is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, age, marital status, or any other irrelevant criteria. We actively seek diversity in our workplace and encourage applications from women, minorities, and individuals with disabilities, Aboriginal and Torres Strait Islanders and diverse community groups.

Applicants must have the right to work in Australia.