AV Helpdesk Technician

Diversified Corporation; Canberra; On-site; AUD 50,000 - 70,000; Full time

Job summary

Diversified Corporation is seeking an AV/VC service desk professional to deliver ticket triage, incident management and client relationship support across Australia. You will be the primary coordination point for AV/VC requests, ensure KPI-aligned processes and maintain detailed records for reporting and improvement.

You will log, categorize and escalate tickets, schedule service appointments, and work with cross-functional teams to resolve issues quickly while upholding security and

Qualifications

• Experience supporting audio visual and video conferencing systems and incident management.
• Ability to log, categorise and triage service requests efficiently.
• Strong communication and client relationship skills essential for stakeholders.

Responsibilities

• Act as 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 elevate 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 to support service delivery.
• Contribute to the ongoing improvement of service desk processes and documentation.

Skills

AV/VC knowledge

Client relationship

Ticket triage

Reporting

Communication

Tools

Service management system

Job description

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.

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.

Key responsibilities

Act as 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 elevate 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

Contribute to the ongoing improvement of service desk processes and documentation

A little about you

Candidate to have or be willing to hold and maintain a AGSVA clearance - must be an Australian Citizen

Understanding of audio and video equipment and systems

Understanding of video conferencing systems

The ability to troubleshoot and provide quick solutions

Excellent communication (written and verbal) and interpersonal skills

About us

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.

Learn more by visiting https://onediversified.com/