CONVERGED TECHNOLOGY PTY LTD is a technology company headquartered in Melbourne with a strong focus on commercial Audio Visual (AV) and physical security technologies,particularly those relating to Unified Communications, Video Conferencing, access control, intrusion and many others. We are an agile organisation with a great work culture and proven track record in delivering value for customers. Our offices are in Port Melbourne but we deliver projects across Australia.
About the role
Act as the first point of contact for clients with any support related issues after project handover. Take ownership of incoming support requests and help ensure clients receive a professional and timely response. Coordinate and manage tickets through to completion, escalating where required to the Head of Engineering and/or Operations Manager.
Key responsibilities
Act as the first point of contact for clients with support related issues
Take ownership of incoming support requests
Ensure clients receive professional and timely responses
Coordinate and manage tickets through to completion
Escalate issues to the Head of Engineering and/or Operations Manager where required
About you
Excellent communication and interpersonal skills, particularly when dealing directly with clients both verbally and written
Strong written English skills, with the ability to write clear, professional emails and ticket updates
Highly motivated, driven and proactive
Strong attention to detail and ability to follow tickets through to completion
Well organised and comfortable managing and prioritising multiple tickets at a time
Previous experience in a helpdesk, service desk, or similar client-facing role
Experience using ticketing/service management platforms particularly Autotask
Experience working within the audiovisual or IT industries would be beneficial but not essential
Prospect for the role to develop as the candidate's technical and client management skills grow
Potential future progression into areas such as Customer Success Management (CSM), AV Support Technician, or other service/technical roles within the business
Ideal for someone who wants to build a long-term career within the audiovisual and technology industry
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📌 Service Desk Analyst (Port Phillip City)
🏢 Converged Technology
📍 Port Phillip City
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