Service Desk Advisor

Powering Australian Life.

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

About the Role
- Flexible working arrangements - find a way that works for you
- Excellent $’s, benefits, leave policies, discounted power & gas; EV’s; telco
- Great role for a Service Desk Advisor to join our Telco Technology team

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.
- The role occupant also needs to be self-motivated, with the ability to work with people at all levels
- Professional commitment to high quality work, and a passion for learning new skills
- Detail-oriented individual with the ability to rapidly learn new concepts and technologies
- Strong problem-solving skills, including providing simple solutions to complex situations
- Must be a strong team player with the ability to communicate and collaborate effectively in a geographically disperse working environment.
- Ability to effectively operate and promote a ‘Continuous Improvement’ philosophy
- Good prioritisation skills with the ability to work to tight deadlines to meet the demands of role, service and projects
- Strong organisational skills and ability to plan and prioritise work while responding flexibly to rapidly changing priorities
- Ownership of service affecting issues through to resolution
- Collaborative worker who works 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

What you’ll bring to the table
- Customer Experience focus and customer service skills
- Sound knowledge of and experience in using Microsoft Active Directory to support & maintain.
- Understanding of LAN / WAN environments & VoIP
- Ability to maintain and develop your existing IT skill set in line with this position description
- Available to be on-call as part of a roster
- Ability to run diagnostic programs and utilise diagnostic systems to assist in problem solving
- Industry Qualifications (Microsoft, Cisco, ITIL, Prince etc) is desirable
- Previous experience in a telecommunication service provider operations support role.
- Linux Knowledge & troubleshooting skills (Highly regarded)

Please note - unsolicited resumes from agencies will not be accepted by AGL.

LI#-AP1

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:
AGL is a
_Circle Back Initiative employer - we commit to respond to every applicant_.

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