1st Line IT Support Specialist | Customer‑Focused Tech Help

Cybertill; Liverpool; On-site; GBP 19,000 - 23,000; Full time

Job summary

Cybertill is seeking a 1st Line Service Desk Agent to provide top‑notch technical support to retailers in Knowsley. You will diagnose issues, resolve tickets and aim for first‑time fixes using our knowledge base.

Join a customer‑centric team with 7‑day coverage, where you will learn our product and hardware, collaborate with other departments, and continuously improve service delivery.

Qualifications

• Excellent customer service skills and customer empathy.
• Strong ability to problem solve and fault find issues.
• Great interpersonal and relationship management skills.
• Outstanding communication skills, with the ability to build instant customer rapport.
• Flexibility on working hours: 7 days a week support, shifts 08:00–20:00.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to diagnose and resolve them.
• Strive to meet SLAs and work under pressure within tight timescales.
• Use the knowledge base for first‑time fixes.
• Ensure tickets passed to second line have sufficient detail.
• Proactively identify patterns to avoid recurring issues.
• Conduct investigative work with customer accounts to find best solutions.
• Self‑learn aspects of company product and hardware.
• Learn new IT and customer service skills/techniques.
• Utilise in‑house and external systems.

Skills

Customer service

Problem solving

Interpersonal skills

Communication

Adaptability to new systems

Cross‑department collaboration

IT literacy (software/hardware)

Flexible working hours

Tools

In‑house systems

External systems

Job description

Cybertill is seeking a 1st Line Service Desk Agent to provide top‑notch technical support to retailers in Knowsley. You will diagnose issues, resolve tickets and aim for first‑time fixes using our knowledge base.

Join a customer‑centric team with 7‑day coverage, where you will learn our product and hardware, collaborate with other departments, and continuously improve service delivery.