IT Customer Experience Senior Administrator
Who we are
Australian Gas Infrastructure Group (AGIG) owns, operates and invests in infrastructure which delivers gas to more than two million homes and businesses, and is one of the largest gas infrastructure businesses in Australia. AGIG manages distribution networks, transmission pipelines and storage capacity. AGIG recently grew to over 1300 employees. We also manage a large contractor workforce, who provide both specialist and operating and maintenance services on AGIG’s gas distribution networks.
Our business is actively participating in the energy transition by delivering the natural gas needed today and advancing solutions for the future. Our Net Zero goal and emissions reduction targets outline our ongoing commitment to a sustainable energy future. We know that to deliver our net zero goal in a timely, affordable and reliable way for all customers, a diverse range of energy supply is needed. We will continue to work with customers and stakeholders to deliver and develop the energy infrastructure solutions essential to lowering emissions – including through natural gas, renewable gas and carbon capture and sequestration solutions.
About the Opportunity
We are seeking an IT Customer Experience Senior Administrator to join our Finance and Technology Division on a 12-month fixed-term basis. Reporting to the IT Customer Experience Lead, this role is responsible for delivering high-quality Deskside Support and End User Compute (EUC) services that enable our people to work effectively and confidently.
This role plays a key part in supporting internal customers by ensuring technology services are reliable, accessible, and aligned with business needs. You will work collaboratively with teams across the organisation, as well as with partners and service providers, with a strong focus on communication, customer service, and continuous improvement. The role contributes to onsite support, EUC operations, and the successful delivery of IT projects, helping to create a positive and inclusive customer experience.
Key Responsibilities:
- Deliver effective IT support and EUC services to internal customers, with a strong focus on communication and customer service.
- Provide first- and second-level hands-on and remote EUC technical support to internal customers and partners.
- Manage the setup of hardware and the installation of computer software and operating system updates.
- Diagnose and resolve hardware and software issues in a timely and customer-focused manner.
- Contribute to the development, review, and improvement of support-related policies, standards, processes, procedures, and knowledge resources.
- Identify service improvement opportunities and contribute ideas that enhance service quality and customer experience.
- Maintain accurate records within the Configuration Management Database (CMDB) for EUC environments.
- Assist with the delivery of EUC-related projects to ensure solutions meet customer and business needs.
- Communicate accurate and timely information to customers regarding service changes, maintenance activities, service disruptions, and general updates.
- Work with business stakeholders to understand needs for changes or improvements and translate these into technical requirements for delivery partners.
About You
- Tertiary qualifications or equivalent experience and certifications in a business or technology-related discipline.
- Working knowledge of a broad range of End User Compute technologies.
- Proven experience collaborating with Service Desk teams, external service providers, and vendors to deliver IT services.
- Strong, current technical knowledge across a broad range of EUC technologies and platforms, including Microsoft M365, SCCM, Intune, and related tools.
- Demonstrated success in identifying and initiating activities that support continuous improvement.
- ITIL certification (or equivalent experience)
What we Offer
- We are proud to be recognised as an inclusive employer by Diversity Council Australia, and our commitment to diversity and inclusion has earned us recognition in 2023-2024. Join us to be part of a team that values and celebrates differences, ensuring that everyone’s voice is heard and respected.
- AGIG is proudly recognised by WORK180 as a committed and supportive employer of choice for women, reflecting our dedication to creating a diverse, inclusive, and equitable workplace.
- Dive into a culture that supports the community through the Community Partnerships Program: with 2 paid volunteer leave days across the year, join a team that has dedicated over 1,900 volunteer hours, and collectively raised more than $100,000 through donations, fundraising and our dollar matching program.
- Bonus incentive program.
- A range of flexible working arrangements and leave options, including three additional leave days and to option to purchase two weeks of additional leave each year.
- 20 weeks paid parental leave for primary carer.
- Professional Development opportunities to support your career growth.
- Wellbeing and Inclusion program including Employee Assistance Program, annual flu vaccinations and access to free annual health checks.
- Join in on social activities through our AGIG Social Club.
- Range of rewards and recognition activities across the company.
- Salary Continuance Insurance.
AGIG is committed to a workplace that promotes and recognises the diversity of its employees and the broader community that we serve by applying the principles of equity, fairness and transparency. A diverse and inclusive workplace is consistent with achieving AGIG’s values of Trust, Accountable, Care and One Team.
Interested in this opportunity but are unsure of meeting all the requirements? If this role excites you, we strongly encourage you to apply - your unique skills and experience could be exactly what we need!
We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island peoples, people from culturally diverse backgrounds and people with disabilities.
As part of the recruitment process, candidates will be required to undertake background checks which include reference checks, police check and a pre-employment medical.
Applications Close: 4.00pm, 6th January 2026