Service Management Officer

Calleo Australia; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

The Federal Government Department in Canberra is seeking an experienced Audio Visual Officer to provide high-quality AV and video conferencing support across multiple sites. You will manage AV requests, troubleshoot issues, and coordinate room setups for meetings, presentations and events with a strong focus on user satisfaction.

Applicants should bring solid troubleshooting skills, customer service excellence, and experience with meeting rooms and collaboration platforms.

Qualifications

• Experience providing AV and video conferencing support in a corporate or government environment.
• Strong technical troubleshooting across AV systems, meeting room technologies and collaboration platforms.
• Excellent communication and stakeholder engagement with a customer-focused approach.
• Ability to manage competing priorities and deliver quality outcomes in a fast-paced environment.
• Current Australian Driver Licence (Class C) or ability to obtain one.
• NV1 security clearance or ability to obtain.

Responsibilities

• Manage and maintain AV equipment and meeting spaces across multiple sites.
• Provide meeting and presentation support, including room setup, equipment configuration, and onsite or remote assistance.
• Troubleshoot and resolve AV and video conferencing issues including audio, display, connectivity, and collaboration platform faults.
• Triage and prioritise requests via ServiceNow, email, phone, and other support channels.
• Gather and confirm AV requirements to ensure successful service delivery.
• Coordinate with external vendors for specialised support and escalated technical issues.
• Maintain accurate records of incidents, requests, and resolutions.
• Support continuous service improvement and ensure AV services meet operational expectations.

Skills

Technical troubleshooting

Customer service

AV systems

Video conferencing

Stakeholder engagement

Driver licence

Security clearance

Tools

ServiceNow

Job description

Federal Government Department

Canberra, ACT. Contract Opportunity.

We are seeking an experienced Audio Visual Officer to join a Federal Government Department and provide high-quality AV and video conferencing support across multiple sites. This role is ideal for someone with strong technical troubleshooting skills, excellent customer service, and experience supporting meeting rooms, presentations, and collaboration technologies in a corporate or government environment.

About the Role

As the Audio Visual Officer, you will be responsible for ensuring meeting rooms and AV systems remain operational, reliable, and fit for purpose. You will support a variety of stakeholders by managing AV requests, resolving technical issues, coordinating room setups, and liaising with external vendors where required.

Working under limited direction, you will manage AV service requests from initiation through to resolution, ensuring an exceptional user experience and the smooth delivery of meetings, presentations, and events.

Key Responsibilities

• Manage and maintain AV equipment and meeting spaces across multiple sites.
• Provide meeting and presentation support, including room setup, equipment configuration, and onsite or remote assistance.
• Troubleshoot and resolve AV and video conferencing issues, including audio, display, connectivity, and collaboration platform faults.
• Triage and prioritise requests received via ServiceNow, email, phone, and other support channels.
• Gather and confirm AV requirements to ensure successful service delivery.
• Coordinate with external vendors for specialised support and escalated technical issues.
• Maintain accurate records of incidents, requests, and resolutions.
• Support continuous service improvement and ensure AV services meet operational expectations.

Aout You To be successful in this role, you will demonstrate:

• Proven experience providing AV and video conferencing support within a corporate or government environment.
• Strong technical troubleshooting skills across AV systems, meeting room technologies, and collaboration platforms.
• Excellent communication and stakeholder engagement skills with a strong customer-focused approach.
• Ability to manage competing priorities and deliver quality outcomes in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Current Australian Driver Licence (Class C minimum) or the ability to obtain one.

Security Clearance Candidates must hold an active Negative Vetting Level 1 (NV1) Security Clearance prior to commencement.

What's on Offer

• Long-term contract engagement.
• Opportunity to work on large-scale, business-critical infrastructure projects.
• Collaborative and high-performing technical team.
• Exposure to modern data centre and ICT infrastructure environments.
• Sydney-based opportunity within a Federal Government setting.

Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples