In this role, you will showcase a blend of audio visual (AV) video conferencing (VC) technical expertise, AV/VC reporting, and client relationship abilities while managing daily operations efficiently.
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The aim of this position is to offer ticket triage support to secure agencies clients throughout Australia. A crucial aspect of this role is to maintain a high standard of quality in ticket intake, ensuring they can be processed and fulfilled in accordance with KPI agreements. The individual in this position must excel in reporting, service ticket management, and client relationship development, as they will serve as the primary coordination point for AV/VC incidents and requests.
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Key responsibilities
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Act as the first point of contact for client enquiries and service requests via phone, email, or ticketing system
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Accurately log and categorise incidents and requests in the service management system
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Monitor and update the status of open tickets, ensuring timely follow-up and communication with clients
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Assign and elevate tickets to the appropriate technical teams as required
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Coordinate service appointments, site access, and scheduling with clients and field staff
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Maintain detailed records of client interactions and service activity
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Support reporting activities, including service metrics, incident trends, and performance reports
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Ensure compliance with security and confidentiality requirements in all communications and record-keeping
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Liaise with internal departments (projects, procurement, logistics) to support service delivery
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Contribute to the ongoing improvement of service desk processes and documentation
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A little about you
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Candidate to have or be willing to hold and maintain a AGSVA clearance - must be an Australian Citizen
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Understanding of audio and video equipment and systems
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Understanding of video conferencing systems
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The ability to troubleshoot and provide quick solutions
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Excellent communication (written and verbal) and interpersonal skills
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About us
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Diversified is a global leader in audio visual, broadcast, and digital experience integration, delivering iconic spaces worldwide. We serve enterprises, media organisations, and public-sector agencies by designing, building, and operating environments where content, communication, and experience converge—from corporate campuses and smart workplaces to sports venues, retail networks, and broadcast operations.
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Learn more by visiting https://onediversified.com/
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