Service Desk 1st Line Agent

7 months ago

Knowsley, United Kingdom Cybertill Full time

**Job description**:
**Important**: This role involves a 6-week intensive training program followed by a further 4 to 6 weeks assisted working plan, which requires on site working in our Knowsley based office. Once completed to satisfactory level hybrid work is allowed with a requirement to work in the office at least one day per week.

**Title**: 1st Line Service Desk Agent
**Department**: Service Desk
**Direct reports**: Service Desk Supervisor
**Reporting to**: Service Desk Team Leader

**About us**:
With over 20 years of experience providing a one stop shop including software, hardware, payments, services, and telecoms to over 10,000 retail locations we recognise the power of living and breathing our values by being passionate, agile, supportive, and professional at every turn.

Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

**The role**:
Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product.

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.

**What you will do**:

- Strive to meet all SLAs 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.
- Doing investigative work with customer’s accounts to find the best solution for all parties.
- Be keen enough to self-learn aspects of the company product and hardware.
- Have eagerness learn new IT and customer service skills/techniques.
- Utilising several in-house and external systems.

**What you will need**:

- Excellent customer service skills and customer empathy.
- Strong ability to problem solve and fault find issues.
- Great interpersonal and relationship management skills.
- Possess outstanding communication skills, with the ability to build instant customer rapport.
- Have confidence when being confronted with new systems (we use lots).
- Work closely with other departments to drive continuous improvements.
- Good general IT software and hardware skills to enable both hardware and software support.
- Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00.

**What other skills we need**:
It is not just about what you know, it is just as important to us about how you do it.

**You will be**:

- Empathetic
- Self-Aware
- Results focused.
- Team focused.
- Service orientated.
- Innovative & Passionate
- An excellent communicator (Happy to present to internal teams and customers frequently)
- Focused on the importance of a good user experience, and a customer-obsessed ethos.

**Your qualifications**:
Any Customer Service or IT qualification would be beneficial.

**Who you will work with**:
The job role reports to the Service Desk Team Leader. The role is very likely to require liaising with all internal departments within the business and so the ability to own issues and build internal relationships is vital.

**What physical demands are there**:
None

**Our work environment**:
Although our Head Office is in Knowsley, we care about how the job is done, not necessarily where it is done We are happy to explore all flexible and remote working practices that suit us both, but we still enjoy seeing our customers face to face from time to time

**What you will get**:

- Competitive Salary
- Up to 30 days annual leave
- Flexible Working Hours
- Friday afternoons dedicated to Innovation & Learning.
- Unlimited Udemy access to over 3,000 courses.
- Protected well-being time.
- Great supportive working environment
- Other optional benefits to choose from

Our promise to you is that your hard work will be recognised and celebrated. We have a Teams channel for shout outs, Weekly Town Hall is to communicate our challenges and successes, rewards for Innovation and living our values, and a much-acclaimed Annual BBQ catered for by the Directors (well it cannot all be good)

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- On-site parking
- Profit sharing
- Sick pay

**Schedule**:

- 8 hour shift
- Day shift
- Holidays
- Overtime
- Weekend availability

**Supplemental pay types**:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- IT Support: 1 year (preferred)
- Customer service: 1 year (preferred)

**Licence/certification**:

- Driving Licence (preferred)
- elizabeth male

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