Help Desk Technician

Helpdesk Technician – Secure Agencies

Location: Melbourne

Security Clearance: Must be an Australian Citizen and hold a Baseline clearance

About the Company

Our client is a well-established technology services provider delivering critical support solutions across highly secure and regulated environments. With a strong national presence, they specialise in managed services, audiovisual (AV) support, and service delivery excellence across government and enterprise clients.

About the Role

We are seeking a Helpdesk Technician to join a high-performing Secure Agencies service team. This role acts as the central coordination point for AV-related incidents and service requests across a national client base.

As the first point of contact, you will play a critical role in ensuring efficient ticket triage, high-quality service delivery, and strong client engagement, all while maintaining strict compliance with security standards.

Key Responsibilities

• Serve as the first point of contact for client enquiries via phone, email, and ticketing systems
• Accurately log, categorise, and prioritise service requests and incidents
• Monitor and manage open tickets to ensure timely resolution within KPI agreements
• Escalate and assign tickets to appropriate technical teams where required
• Coordinate service appointments, site access, and field staff scheduling
• Maintain detailed documentation of client interactions and service activities
• Support reporting on service performance, incident trends, and metrics
• Ensure adherence to strict security and confidentiality requirements
• Collaborate with internal teams including projects, procurement, and logistics

Required Skills & Experience

• Proven experience in a Helpdesk / Service Desk / IT Support role
• Strong experience with ticket triage and service management systems
• Excellent communication and client-facing skills
• Ability to manage multiple priorities and meet SLAs/KPIs
• High attention to detail and strong documentation skills
• Experience coordinating across technical and operational teams

Desirable Experience

• Exposure to AV (Audio Visual) support environments
• Experience working with secure or government clients
• Familiarity with ITIL frameworks or service delivery best practices
• Reporting and data analysis experience within service environments

What’s on Offer

• Opportunity to work within a secure, high-impact environment
• Collaborative team culture with strong operational support
• Exposure to national-level service delivery projects
• Career growth within a specialised technology services organisation

How to Apply

If you're a proactive Helpdesk professional looking to step into a critical service coordination role, we’d love to hear from you.

Farbar Siddiq

***email_hidden***

0489 922 211