Service Coordinator

Innovative Security and Data; City of Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Innovative Security & Data (ISD) in Bayswater, VIC is seeking a Service Coordinator to act as the first point of contact for service requests. You will coordinate technicians, manage jobs, liaise with clients and suppliers, and keep service records up to date.

The role suits someone calm under pressure with strong attention to detail, excellent communication skills, and a proactive, team-driven approach. On-site work in Bayswater is required with opportunities to learn security and IT systems.

Qualifications

• Experience in a dispatch, scheduling, or service-coordination role
• Structured ticketing or job-management system experience required (AroFlo, ServiceNow, Zendesk)
• Ability to follow established processes and master our systems

Responsibilities

• Fielding service requests via phone, email, and ticketing systems
• Creating and managing service tickets with accurate information
• Scheduling technician bookings and coordinating contractor attendance
• Liaising with clients, technicians, subcontractors, and suppliers
• Raising and tracking purchase orders, including supplier follow-ups
• Maintaining job management systems and service records
• Contributing to process improvements across the team

Skills

Dispatch & scheduling

Ticketing systems

Customer communication

Organizational skills

Excel

Team player

Learning mindset

Tools

AroFlo

ServiceNow

Zendesk

Job description

Innovative Security and Data – Bayswater VIC

We're looking for a reliable, switched-on Service Coordinator to join our Service and Maintenance team. You'll be the first point of contact for incoming service requests — coordinating technicians, managing jobs, liaising with clients and suppliers, and keeping the engine running smoothly behind the scenes.

This role suits someone who thrives in a fast-paced environment, stays calm under pressure, and takes pride in getting the details right.

About ISD

Innovative Security & Data has been protecting businesses across Australia for 25+ years — from single-site storefronts to enterprise networks spanning 100+ locations. We're trusted by major banks, government agencies, and national brands to keep their people, assets, and facilities secure.

Our purpose is simple: Making Your World a Safer Place.

Here’s the other part that matters. We take the work seriously, but we don’t take ourselves too seriously. ISD is a professional, high-standard team with a genuinely fun, down-to-earth culture. People back each other, have a laugh, and get on with the job. If you like working with good humans who care about quality, you’ll fit right in.

What You'll Be Doing

• Fielding service requests via phone, email, and ticketing systems
• Creating and managing service tickets with accurate, up-to-date information
• Scheduling technician bookings and coordinating contractor attendance
• Liaising with clients, technicians, subcontractors, and suppliers
• Raising and tracking purchase orders, including supplier follow-ups
• Maintaining job management systems and service records
• Contributing to process improvements across the team

What We're Looking For

• Experience in a dispatch, scheduling, or service-coordination role, ideally coordinating technicians, contractors, or field staff across multiple sites or locations
• Comfort working inside a structured ticketing or job-management system (AroFlo, ServiceNow, Zendesk, or similar), this is central to the role, not a bonus
• A track record of following established processes accurately and reliably. This role rewards someone who master’s our systems as they are, not someone looking to build their own workaround
• Clear, professional communication — written and verbal
• Strong organisational skills; comfortable juggling multiple priorities
• Solid Microsoft Office skills, particularly Excel
• Sharp attention to detail and a problem-solving mindset
• Confident dealing with customers and urgent requests
• Reliable, self-motivated, and a genuine team player
• Willingness to learn in a technical environment

Why This Role?

You'll gain real exposure to technology and service operations in a complex, fast-moving industry. We'll support you in learning on the job, and there's genuine opportunity to develop your knowledge in electronic security and IT systems over time.

Experience with job scheduling software (e.g. AroFlo, ServiceNow or similar)

Additional Opportunity

This role offers strong exposure technology and service operations, making it well-suited to someone who is curious, motivated, and interested in developing their knowledge in areas such as electronic security and IT systems. You’ll be supported in learning on the job and gaining hands-on experience within a technical services environment.

Optional / Additional Exposure (Not Essential)

• Level 1 support across electronic security and IT systems
• Basic troubleshooting across CCTV, access control, and ICT systems
• Assisting with SLA tracking, reporting, and service performance insights
• Supporting commissioning and project handovers
• Participation in internal meetings and process improvement initiatives

What We’re Looking For

• Calm under pressure and customer-focused
• Proactive and detail-oriented
• A strong communicator who can manage multiple stakeholders
• Interested in learning and growing within a technology-driven environment

If you want to take the next step toward building the future of smart security with us, include in your cover letter five or more reasons why you believe the Service Coordinator position would be a good fit for you and Innovative Security & Data (ISD).

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .