1st Line Service Desk Agent

Role Overview

Cybertill operates a customer‑centric product and services model and needs people to go above and beyond when responding to our customers' needs when using our products. We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Knowsley.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
• Always use our knowledge base for a first‑time fix for our customers.
• Ensure tickets being passed to second line have sufficient detail.
• Think and operate pro‑actively and highlight patterns to avoid reoccurring issues.
• Conduct investigative work with customer accounts to find the best solution for all parties.
• Be keen to self‑learn aspec...