Toshiba Global Commerce Solutions is seeking for enthusiastic, customer-focused Level 1 Service Desk Consultants to join our IT Service Desk team supporting one of Australia's leading fuel and convenience retail organisations.

As the first point of contact for technical support, you will provide remote assistance to stores across Australia, ensuring the smooth operation of Point of Sale (POS) systems, payment terminals, store technology, and retail applications. You will play a key role in delivering exceptional customer service by resolving incidents efficiently, maintaining accurate documentation, and ensuring minimal disruption to store operations.

This is an excellent opportunity for someone looking to build their career in IT within a fast-paced enterprise retail environment.

Key Experience and Responsibilities:

- Act as the first point of contact for IT incidents and service requests via phone, email and the IT Service Management (ITSM) platform.
- Point of Sale (POS) systems
- EFTPOS/payment terminals
- Scanners, printers and receipt printers
- Store applications & Integrations
- Basic network connectivity issues
- Front-of-store technology
- Diagnose and resolve common technical issues using documented procedures and knowledge articles.
- Log, categorise, prioritise and manage incidents and service requests accurately within the ticketing system.
- Escalate incidents that cannot be resolved at Level 1 to the appropriate internal support teams or third-party vendors.
- Provide remote troubleshooting to restore services as quickly as possible while minimising store downtime.




- Keep customers informed through clear and timely communication throughout the lifecycle of their incident.
- Ensure all incidents are managed in accordance with Service Level Agreements (SLAs) and operational procedures.
- Maintain accurate documentation of troubleshooting steps, actions taken and resolutions.
- Assist store team members by providing guidance on basic troubleshooting and system usage.
- Contribute to knowledge base documentation and continual service improvement initiatives.
- Participate in rostered shifts, including weekends and public holidays where required.

Skills & Experience:

4 years' experience in an IT Service Desk, Help Desk or Technical Support role.

Strong customer service focus with excellent verbal and written communication skills.

Basic understanding of:

- Microsoft Windows operating systems
- Computer hardware and peripherals
- Point of Sale (POS) systems
- Basic networking conceptsption
- Remote support tools

Strong troubleshooting and analytical problem-solving skills.

Ability to work in a structured setting while following documented processes and procedures.





Excellent organisational skills with the ability to manage multiple priorities.

Ability to work both independently and collaboratively within a team.

Previous experience supporting retail or multi-site environments.

Exposure to POS systems, payment terminals or retail technology.

Basic knowledge of ITIL Incident Management principles.

ITIL Foundation Certification (or willingness to obtain).

Relevant IT qualification (Certificate IV, Diploma or Degree) is advantageous.

What We're Looking For:

- Has a genuine passion for technology and helping customers.
- Communicates professionally and confidently with both technical and non-technical users.
- Remains calm under pressure and approaches problems with a positive attitude.
- Demonstrates strong attention to detail and accountability.
- Takes ownership of incidents through to resolution or appropriate escalation.
- Is eager to learn new technologies and develop technical skills.
- Thrives in a fast-paced, team-oriented environment.

Why Join Us?

- Support one of Australia's largest fuel and convenience retail organisations.
- Gain experience with enterprise retail technologies and Point of Sale systems.
- Work within a collaborative, supportive and customer-focused Service Delivery team.
- Receive ongoing technical training, mentoring and career development opportunities.
- Be recognised for your contribution in a culture that values teamwork, continuous improvement and customer excellence.

Receive a competitive salary and benefits package.

#J-18808-Ljbffr

📌 Service Desk Consultants (Level 1) (Canberra)
🏢 Toshiba Global Commerce Solutions
📍 Canberra