The 1st Line Service Desk Agent

The 1st Line Service Desk Agent is responsible for providing professional, responsive and effective technical support to Cybertill customers across Australia and New Zealand.

The role is the first point of contact for customers requiring assistance with Cybertill's retail EPOS software, associated hardware, integrations and related services. The successful candidate will investigate and resolve common technical issues, provide clear guidance to customers, accurately record and manage support requests, and escalate more complex issues to the appropriate technical teams when required. The role is essential to maintaining customer satisfaction, service quality and operational efficiency.

The agent will contribute to the continuous improvement of service desk processes, knowledge resources and ways of working, including the adoption of AI and automation tools as they become available to the Australian market.

Key Responsibilities

Customer support and incident management

- Act as the first point of contact for customer support enquiries received by telephone, email and the service desk ticketing system.
- Deliver professional, friendly and customer-focused support, ensuring customers feel informed and supported throughout the resolution process.
- Diagnose and troubleshoot common software, hardware, connectivity, configuration and operational issues.
- Support customers using Cybertill's EPOS and retail management systems, including associated peripherals and integrations.
- Guide customers through troubleshooting steps and provide clear, accurate instructions.
- Assess the urgency and business impact of incidents, prioritising requests appropriately.




- Resolve incidents at first line wherever possible, escalating issues that require further investigation or specialist technical assistance.
- Keep customers informed of progress, expected next steps and any delays.

Ticket management and service levels

- Log, categorise and prioritise all support requests accurately in the service desk system.
- Maintain complete and explicit ticket notes, including troubleshooting steps, findings, actions taken and resolutions.
- Manage assigned tickets proactively, ensuring outstanding requests are followed up and progressed within agreed service-level expectations.
- Monitor ticket queues and identify ageing, urgent or recurring incidents requiring attention.
- Ensure tickets are updated and closed appropriately, with resolutions documented for future reference.
- Follow established incident management, escalation and customer communication procedures.

Technical troubleshooting and escalation

- Perform structured troubleshooting to identify the root cause of common technical issues.
- Gather relevant diagnostic information and evidence before escalating incidents to second-line support or other technical teams.
- Recognise when an issue exceeds first-line authority or capability and escalate it promptly with sufficient information to avoid unnecessary delays.
- Identify recurring issues and trends,



raising these with the relevant team members or management.
- Follow technical guidance, standard operating procedures and security requirements when accessing customer systems or handling customer data.

Knowledge management and continuous improvement

- Develop and maintain an understanding of Cybertill's products, systems and support processes.
- Use existing knowledge-base articles, internal documentation and training materials to improve troubleshooting efficiency.
- Contribute to the creation and improvement of support documentation, troubleshooting guides and standard operating procedures.
- Share knowledge and learnings with colleagues to improve consistency and reduce repeat incidents.
- Identify opportunities to improve workflows, reduce repetitive tasks and increase first-contact resolution.
- Adopt approved AI and automation tools as they become available, using them to improve productivity while maintaining appropriate human oversight.

Teamwork and professional development

- Work collaboratively with first-line colleagues, second-line support and other internal departments to deliver effective customer outcomes.
- Participate in training, team meetings, coaching and quality assurance activities.
- Maintain the technical knowledge and customer service skills required to perform the role effectively.
- Take ownership of assigned work and contribute to a positive, accountable and customer-focused team culture.
- Comply with company policies, information security requirements and data protection procedures.

Key skills, Knowledge and Abilities

- Experience in a customer service, technical support, IT helpdes

📌 Service Desk Analyst — It Support (Townsville City)
🏢 Western Health
📍 Townsville City