First-Line IT Support Agent - EPOS & Retail

Western Health; Melbourne; Remote; AUD 55,000 - 75,000; Full time

Job summary

Cybertill is seeking a 1st Line Service Desk Agent to provide professional, responsive technical support across Australia and New Zealand. You will handle incidents, guide customers, document steps and escalate when needed. The role focuses on delivering a positive customer experience and contributing to knowledge base improvements.

You will work with Cybertill EPOS and retail systems, using Zendesk for ticketing and leveraging remote support tools to resolve issues with speed and accuracy.

Qualifications

• Experience in a customer service, technical support, IT helpdesk or service desk environment.
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical customers.
• A customer-first approach with a professional, patient and solutions-focused attitude.
• Logical problem-solving skills and the ability to follow a structured troubleshooting process.
• Good organisational skills and the ability to manage multiple tickets and competing priorities.
• Strong attention to detail when documenting incidents and customer interactions.
• Confidence using computers, business applications and remote support tools.
• Ability to work independently while collaborating effectively with a wider team.
• Willingness to learn new technologies, software applications and technical processes.
• A proactive approach to following up issues and taking ownership through to resolution or appropriate escalation.

Responsibilities

• Act as the first point of contact for customer support enquiries by phone, email and the service desk ticketing system.
• Deliver professional, friendly and customer-focused support, keeping customers informed throughout resolution.
• Diagnose and troubleshoot common software, hardware, connectivity, configuration and operational issues.
• Support Cybertill EPOS and retail management systems and peripherals.
• Guide customers through troubleshooting steps with clear, accurate instructions.
• Assess the urgency and business impact of incidents and prioritise accordingly.
• Resolve incidents at first line where possible; escalate more complex issues.
• Log, categorise and prioritise all support requests with clear ticket notes.
• Monitor ticket queues, maintain SLAs and ensure timely updates.

Skills

Customer service

Technical support

Communication skills

Troubleshooting

Ticketing systems

Remote support tools

Attention to detail

Team collaboration

Security awareness

AI & automation adoption

Tools

Zendesk

Remote support tools

Job description

Cybertill is seeking a 1st Line Service Desk Agent to provide professional, responsive technical support across Australia and New Zealand. You will handle incidents, guide customers, document steps and escalate when needed. The role focuses on delivering a positive customer experience and contributing to knowledge base improvements.

You will work with Cybertill EPOS and retail systems, using Zendesk for ticketing and leveraging remote support tools to resolve issues with speed and accuracy.