Pro AV Solutions is a proudly 100% Australian-owned organisation and one of Australia's leading workplace technology integration and managed services providers, with operations across NSW, ACT, QLD, VIC, SA and WA.We design, deliver, support and maintain Audio Visual and Unified Communications solutions for corporate, government, education and enterprise clients nationwide.In ****, Pro AV Solutions was recognised nationally as one of The Australian's Best Places to Work, reflecting our solid culture, people-first approach, and commitment to helping our customers and our people Experience Excellence.About the RoleAs our Managed Services team continues to grow, we're looking for a Service Desk Coordinator to join our NSW team and support the ongoing delivery of high-quality service to our clients.
This role can be based out of our Surry Hills office or our Frenchs Forest Office, offering flexibility across our NSW locations.This role sits at the centre of our service operations, coordinating ongoing managed services and support activities, managing service requests in line with customer SLAs, and ensuring transparent communication between clients, technicians, and internal teams.You'll be trusted to prioritise work, identify next steps, and coordinate activities to ensure service commitments are met.
This role suits someone who is organised, calm under pressure, and takes pride in delivering a consistently positive service experience.Key ResponsibilitiesManage incoming service requests in line with customer SLAsCreate, update, and monitor AVCare tickets within the service platformAllocate service resources and coordinate service activitiesConduct daily ticket reviews to identify priorities, follow-ups, and escalationsPrepare client documentation, reports,



and service communicationsSupport invoicing processes for completed service ticketsBuild and maintain strong, professional relationships with clientsAct as a reliable point of coordination between clients, technicians, and internal teamsFollow established IT Service Management (ITSM) practices to support consistent handling of service requests, incidents, escalations, and SLA commitmentsSkills & ExperiencePrevious experience in administration, service coordination, or a service-based roleStrong organisational and time-management skills with the ability to manage competing prioritiesClear and confident written and verbal communication skillsHigh attention to detail and a strong sense of accountabilityCustomer-focused mindset with the ability to build rapport and trustProactive, flexible, and solution-oriented approachProficiency in Microsoft 365Experience in AV, IT, or UC service environments is advantageous but not essentialWhat we offerWe believe our people are our greatest asset, and we value and reward team members who are committed to delivering high-quality outcomes.
Together, we create a workplace where people feel supported, valued, and able to do their best work.Competitive remuneration packageOngoing training and career development opportunitiesSupportive, inclusive, and high-performing team cultureEmployee Assistance Program (EAP)Birthday gift vouchers and additional employee benefitsOpportunity to work alongside experienced and award-recognised industry professionals, within a supportive and high-performing team environment.Diversity & InclusionWe encourage applications from candidates with disabilities, of all ages and genders, Aboriginal and Torres Strait Islanders and diverse community groups.
Your application will be treated with the strictest confidence.You must have the right to work in Australia to be considered for this role.
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📌 Nsw Service Desk Coordinator (New South Wales)
🏢 Pro AV Solutions
📍 New South Wales