Service Desk Analyst

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

Career Progression

• Opportunity 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