The role 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 agency clients. 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. What you'll be doing 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 escalate 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. Maintain a high level of customer satisfaction A little about you Candidate to have or be willing to hold and maintain a AGSVA clearance - must be an Australian Citizen. Strong in Microsoft Word, Excel, Outlook, Skype for Business & Teams Excellent written and verbal skills Exceptional customer and technical service skills Trade qualification in electronics, communications, audio visual, help desk experience or demonstrated industry equivalent About us Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back. Learn more about us at: https://onediversified.com/
