IT Officer M - F H/F AGL Group

Job Purpose
The IT Officer provides reliable day-to-day IT support and contributes to the delivery, maintenance and improvement of AGL's technology environment. Working within IT service management practices and the RUN and/or BUILD domains, the role supports users, infrastructure, business applications and IT projects while safeguarding service continuity, security, licensing compliance and Group standards.

Key Responsibilities
Service Desk and User Support
-Act as a point of contact for user support, record and manage requests through the approved IT service-management platform, troubleshoot incidents and provide timely feedback.
-Support end-user devices and peripherals, including desktops, laptops, thin clients, smartphones, tablets, printers, scanner guns, headsets and satellite phones.
-Perform software installation, workstation setup, equipment deployment, upgrades, desktop imaging and general computer support.
-Analyse logs, use approved monitoring tools such as DataDog where applicable, escalate unresolved incidents and maintain accurate support records.
-Provide rotational after-hours and onsite support for business-critical operations that run on a 24/7 basis.

Infrastructure, Systems and Service Continuity
-Support the availability and continuity of network and telecommunications services, including cabling, switches, optimisers, routers, firewalls, WAN links, video-conferencing systems, UPS equipment, air-conditioning, generators and relevant IoT devices.
-Support business applications, communication tools, collaboration platforms, operating systems, cloud services and printing solutions.
-Assist with the design, planning, testing and transition of hardware and software infrastructure changes where assigned to the BUILD domain.
-Monitor the technology environment, perform routine checks and respond appropriately to incidents that could affect operations.
-Maintain current standard operating procedures, technical records and support documentation.

Asset, Security and Compliance Management
-Maintain accurate IT hardware inventories and ensure equipment is issued, transferred, returned and recorded in accordance with approved procedures.
-Apply AGL security, access-control and software-licensing policies and promptly escalate exceptions or risks.
-Use only business applications and MIS services that comply with the AGL IT catalogue, standards, norms and policies.
-Safeguard company information and technology assets and support secure onboarding, changes and offboarding activities.
-Contribute to audits, compliance checks and remediation actions relating to IT assets, access, licensing and security.

Projects and Continuous Improvement
-Create and manage assigned project activities in collaboration with the business, regional teams and the Country IT Manager.
-Coordinate project documentation, testing, user acceptance testing, implementation support, training and knowledge transfer.