NSW Service Desk Coordinator

About Pro AV Solutions

Pro AV Solutions is a proudly 100% Australian-owned organisation and one of Australia’s leading workplace technology integration and managed services providers, with operations across NSW, ACT, QLD, VIC, SA and WA.
We design, deliver, support and maintain Audio Visual and Unified Communications solutions for corporate, government, education and enterprise clients nationwide.

In 2025, Pro AV Solutions was recognised nationally as one of The Australian’s Best Places to Work, reflecting our strong culture, people-first approach, and commitment to helping our customers and our people Experience Excellence.

About the Role

As our Managed Services team continues to grow, we’re looking for a Service Desk Coordinator to join our NSW team and support the ongoing delivery of high-quality service to our clients. This role can be based out of our Surry Hills office or our Frenchs Forest Office, offering flexibility across our NSW locations.

This role sits at the centre of our service operations, coordinating ongoing managed services and support activities, managing service requests in line with customer SLAs, and ensuring clear communication between clients, technicians, and internal teams.

You’ll be trusted to prioritise work, identify next steps, and coordinate activities to ensure service commitments are met. This role suits someone who is organised, calm under pressure, and takes pride in delivering a consistently positive service experience.

Key Responsibilities

Respond to and initiate service requests aligned with customer SLAs.

Allocate service resources and coordinate service activities as required.

Create and manage AV Care tickets within the ticketing platform.

Prepare timely reports and client-related documentation.

Perform daily checks of ticketing reports to identify next steps, follow-ups, and escalations.

Process invoicing for completed tickets.

Build strong relationships with clients and ensure a positive service experience.

Key Responsibilities

Manage incoming service requests in line with customer SLAs

Create, update, and monitor AVCare tickets within the service platform

Allocate service resources and coordinate service activities

Conduct daily ticket reviews to identify priorities, follow-ups, and escalations

Prepare client documentation, reports, and service communications

Support invoicing processes for completed service tickets

Build and maintain strong, professional relationships with clients

Act as a reliable point of coordination between clients, technicians, and internal teams

Follow established IT Service Management (ITSM) practices to support consistent handling of service requests, incidents, escalations, and SLA commitments

Skills & Experience 

Previous experience in administration, service coordination, or a service-based role

Strong organisational and time-management skills with the ability to manage competing priorities

Clear and confident written and verbal communication skills

High attention to detail and a strong sense of accountability

Customer-focused mindset with the ability to build rapport and trust

Proactive, flexible, and solution-oriented approach

Proficiency in Microsoft 365

Experience in AV, IT, or UC service environments is advantageous but not essential

What we offer

We believe our people are our greatest asset, and we value and reward team members who are committed to delivering high-quality outcomes. Together, we create a workplace where people feel supported, valued, and able to do their best work.

Competitive remuneration package

Ongoing training and professional development opportunities

Supportive, inclusive, and high-performing team culture

Employee Assistance Program (EAP)

Birthday gift vouchers and additional employee benefits

Opportunity to work alongside experienced and award-recognised industry professionals, within a supportive and high-performing team environment.

Diversity & Inclusion

We encourage applications from candidates with disabilities, of all ages and genders, Aboriginal and Torres Strait Islanders and diverse community groups. Your application will be treated with the strictest confidence.

You must have the right to work in Australia to be considered for this role.