Senior AV Helpdesk & VC Support Specialist

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

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