1st Line Service Desk Agent - Retail Tech Support

Valsoft Corporation; Liverpool; On-site; GBP 21,000 - 26,000; Full time

Job summary

Cybertill is seeking an inspirational 1st Line Service Desk Agent to provide top-notch technical support to our retailers in the UK. You will handle tickets via email and phone, diagnose issues quickly, and ensure customer satisfaction.

You will work on a rotating shift pattern covering 08:00 to 20:00, contribute to continuous improvement, and collaborate with cross-functional teams to deliver reliable service across systems and hardware.

Qualifications

• Excellent customer service and empathy
• Strong problem solving and fault-finding abilities
• Great interpersonal and relationship skills
• Outstanding communication to build instant rapport
• Confidence with new systems and tools used in our environment
• Willingness to learn and adapt across departments

Responsibilities

• Take ownership of customer support issues logged via email and telephone
• Strive to meet SLAs and work under pressure within tight timescales
• Use knowledge base to provide first-time fixes where possible
• Ensure detailed information is passed when escalating to second line
• Proactively identify patterns to prevent recurring issues
• Perform investigations on customer accounts to find best solutions
• Be proactive in learning product and hardware specifics
• Utilize multiple in-house and external systems

Skills

Customer service

Problem solving

Interpersonal skills

Communication

Adaptability

Team collaboration

Tools

IT systems

Hardware & software basics

Job description

Cybertill is seeking an inspirational 1st Line Service Desk Agent to provide top-notch technical support to our retailers in the UK. You will handle tickets via email and phone, diagnose issues quickly, and ensure customer satisfaction.

You will work on a rotating shift pattern covering 08:00 to 20:00, contribute to continuous improvement, and collaborate with cross-functional teams to deliver reliable service across systems and hardware.