Job Description
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.
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About the role
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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.
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Key responsibilities
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Act as the first point of contact for clients with support related issues
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Take ownership of incoming support requests
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Ensure clients receive professional and timely responses
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Coordinate and manage tickets through to completion
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Escalate issues to the Head of Engineering and/or Operations Manager where required
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About you
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Excellent communication and interpersonal skills, particularly when dealing directly with clients both verbally and written
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Solid written English skills, with the ability to write clear, professional emails and ticket updates
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Highly motivated, driven and proactive
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Strong attention to detail and ability to follow tickets through to completion
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Well organised and comfortable managing and prioritising multiple tickets at a time
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Previous experience in a helpdesk, service desk, or similar client-facing role
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Experience using ticketing/service management platforms particularly Autotask
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Experience working within the audiovisual or IT industries would be beneficial but not essential
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Opportunity for the role to develop as the candidate's technical and client management skills grow
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Potential future progression into areas such as Customer Success Management (CSM), AV Support Technician, or other service/technical roles within the business
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Ideal for someone who wants to build a long-term career within the audiovisual and technology industry
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📌 Service Desk Analyst (Melbourne)
🏢 Converged Technology
📍 Melbourne