Join the change. Together, we’ll make history.
 

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in. 

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   

• Sound knowledge of and experience in supporting Windows operating systems and Microsoft Office applications in a Corporate Environment. 

• 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 

To apply you must have unlimited, full permanent working rights in Australia.

We’d love to see your application, submitted by this date: 17th March 2023

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

Inclusion at AGL
 

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers 

AGL is a Circle Back Initiative employer - we commit to respond to every applicant.

Job Family Group:

• Full-time ongoing position
• Work from our Ringwood office with hybrid working options available
• Competitive salary based on experience + Super + Generous Salary Packaging benefits of up to $18,550    

If you enjoy variety in your day and working closely with other service delivery professionals, you may be the person we’re looking for!

As the NAIS Service Advisor (Tier 1) your responsibilities include:

• Being the first point of contact at 1300 EACH (003 224) for a diverse range of people in a non-judgmental and empathetic manner. This includes managing and responding to a high volume of phone and email enquiries.
• Identifying the initial needs of customers and provide triaging services to all EACH services across Australia.
• Providing excellent customer services, engage, assess, and support individuals who access our services, and work as a team to meet key deliverables.
• Prioritising the needs of clients who are accessing services including Drug and Alcohol, mental health (counselling), family violence and identifying complex needs.

You will assist in the delivery of services to clients within the Children’s Contact Service (CCS), including;

• The facilitation of changeovers and supervised visits with a trauma-informed and child-focused approach, in accordance with individual client agreements, CCS policy, program guidelines and the legislative frameworks. 
• Assist with intake interviews as/when required  
• Client management including intervening wherever necessary to ensure that the emotional, psychological and physical well-being of the children is maintained
• Keeping accurate observational notes of visits and phone calls
• Assist with the compilation of reports for court as required 
• The team will work over shifts between Thursday and Sunday.  Weekend days and flexible days/hours will be required.