About Diversified
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
What To Expect
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.
Job Summary
The Service Desk Lead Australia supports the Service Desk Manager in maintaining effective and consistent day-to-day operations of the Service Desk. The role assists with process adherence, workflow coordination, and ensuring that service standards are upheld across the team.
The Lead helps monitor team performance and discipline, including attendance, punctuality, and break management, while also supporting service quality by ensuring ticket updates, escalations, and client communications are handled efficiently. The position contributes to continuous improvement by assisting with data collation, reporting, and other operational tasks as requested by the Manager.
Role And Responsibilities
Leadership Responsibilities
- Support the Service Desk Manager in overseeing day-to-day Service Desk operations.
- Assist in onboarding, mentoring, and training new Service Desk staff to maintain consistency in operational delivery.
- Promote adherence to established Service Desk procedures and Standard Operating Processes (SOPs).
- Foster a positive and accountable team culture that prioritises clear communication, collaboration, and client satisfaction.
- Promote the company's Mission, Vision, and Values within the Service Desk team.
Core Service Desk Responsibilities
- Supervise ticket allocation to ensure fair and efficient workload distribution among Service Desk Technicians.
- Flag potential SLA breaches or overdue updates to the Service Desk Manager.
- Conduct daily calendar and booking reviews to ensure upcoming jobs are correctly assigned, current, and contain all necessary details.
- Oversee team adherence to scheduled breaks and working hours to ensure consistent coverage across shifts.
- Assist with the preparation of service supply-only and minor works quotations, ensuring accuracy and timely submission.
- Manage the client databases like Pronto, ServiceNow, Corrigo, etc., ensuring all fault details and resolutions are accurately logged.
- Provide feedback to the Service Desk Manager on recurring operational challenges or process improvements.
- Provide overflow operational support during high-volume periods to maintain service continuity.
- Support the National Service Admin team during workload spikes or absences.
- Perform other duties as directed by the Service Desk Manager to support ongoing service delivery.
- Foster and promote the company, product, and brand in the market
- Promote and live the Company Mission, Vision and Values
- Comply with Company policies and procedures, including the completion of documents and records
- Promote and work with Standard Operating Procedures to ensure uniform quality standards in all areas of the business
- Other duties as required
Required
Qualifications & Education Requirements
- Diploma or Certificate in Information Technology, Computer Science, or a related discipline.
Desirable
- Bachelor's degree in Information Technology, Computer Science, Electronics, or a related field.
- ITIL v4 Foundation certification or equivalent.
- Additional certifications in audiovisual, networking, or collaboration technologies (e.g., Crestron, Poly, Cisco, Microsoft Teams Rooms).
Skills & Experience Requirements
- Minimum 24 years experience in an IT or AV Service Desk / Helpdesk environment.
- Strong understanding of ticketing systems and service workflows.
- Excellent communication and coordination skills, with the ability to manage multiple priorities in a high-volume support environment.
- Proven ability to work collaboratively with remote and on-site teams.
- Strong sense of accountability, attention to detail, and process adherence.
To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at [Confidential Information].
Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.
We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.
We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.
