Service Desk Advisor

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About SPC

Southern Phone Company (An AGL owned subsidiary) is a regional success story, a business that is growing and looking for local talent to connect with our local customers.

As one of the largest providers of fixed line, mobile and Internet communications services in regional Australia we are looking for passionate people to deliver new and innovative experiences to our customers.

When our team talk about why they love working at Southern Phone, they talk about the great people they work with. We not only focus on customer love, but make sure our people feel loved as well.

Our people are core to our success and everything we do is driven by our four key values, with customer love being at the centre of everything we do.

About the Role

The Service Desk Advisor is primarily responsible for being the first point of contact for all staff and external managed clients. You will cover a wide variety of incidents and requests across a vast array of technologies which will always keep you on your toes and see you never stop learning and building skills and knowledge.

As part of the helpdesk team, you will be required to assist in maintaining Southern Phones Asset Management & Knowledge Base systems. Every day sees you bringing your exceptional customer service and time management skills to always stay on top of incoming requests whilst meeting SLA requirements.

This position gives you the ability to troubleshoot many different technology areas including but not limited to the following.- End User devices (Desktop, Laptop, Mobile)- Servers (virtual & physical)- Networking (router, Switch, AP)- Voice (multiple platforms)

The career possibilities are endless with this position being the first step in what can be a fruitful career.

What you’ll be doing:
- Be customer facing, engaging directly with all colleagues. This role will be required to translate novel and complex concepts into language that can be understood by business stakeholders.- Provide simple solutions to complex situations- Be a strong team player with the ability to communicate and collaborate effectively in a geographically disperse working environment.- Effectively operate and promote a ‘Continuous Improvement’ philosophy- Work to tight deadlines to meet the demands of role, service and projects- Plan and prioritise work while responding flexibly to rapidly changing priorities- Provide ownership of service affecting issues through to resolution- Work with others to improve systems and processes that block collaboration, connects people, ideas, processes and issues, sets an example by sharing resources, knowledge, ideas and skills across the organisation, builds helpful, productive relationships across both the business and with external third parties and clients

About You

This is a unique opportunity to join a high performing team of people with excellent technical knowledge.

What you’ll bring to the table:
- Previous experience in an IT support role-
- Understanding of LAN / WAN environments & VoIP- Available to be on-call as part of a roster- Ability to diagnose and resolve technical issues- Ability to run diagnostic programs and utilise diagnostic systems to assist in problem solving- Exceptional customer service skills- Demonstrated skills in problem solving

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
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