Service Desk Agent

Aspire Software

. Act as the first point of contact for customer support enquiries received by telephone, email and the service desk ticketing system .

Posted 10/24/2026full-timeMelbourne • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and technical troubleshooting, particularly with EPOS and retail management systems. Proficient in managing service desk operations, prioritizing incidents, and maintaining detailed documentation while ensuring compliance with service-level agreements.

Highest-signal resume keywords

Customer Support ExperienceTechnical TroubleshootingEPOS System SupportService Desk ManagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshooting ProcessIncident ManagementNetworking BasicsSoftware ConfigurationTicketing PlatformsWindows Operating SystemsRetail Management SoftwareRemote Support ToolsAttention to Detail

Soft Skills

Customer-First ApproachProblem-Solving SkillsOrganizational SkillsCollaborationProactive Follow-Up

Tools & Technologies

ZendeskService Desk Ticketing SystemBusiness ApplicationsRemote Access ToolsAI and Automation Tools

Industry Keywords

ITIL PrinciplesService-Level AgreementsCustomer Satisfaction MeasuresRetail EnvironmentCharity Retail

About the role

Key responsibilities & impact

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
Diagnose and troubleshoot common software, hardware, connectivity, configuration and operational issues
Support customers using Cybertill’s EPOS and retail management systems, associated peripherals and integrations
Guide customers through troubleshooting steps and provide clear, accurate instructions
Assess urgency and business impact of incidents and prioritise requests
Resolve first-line incidents and escalate complex issues to specialist technical teams
Keep customers informed of progress, next steps and delays
Log, categorise and prioritise support requests in the service desk system
Maintain complete ticket notes documenting troubleshooting, findings, actions and resolutions
Manage tickets within agreed service-level expectations and monitor ticket queues
Perform structured troubleshooting and gather diagnostic information before escalation
Identify recurring issues and trends
Follow technical guidance, standard operating procedures and security requirements
Develop product, system and support-process knowledge
Use and improve knowledge-base articles, support documentation, troubleshooting guides and procedures
Identify workflow improvements and adopt approved AI and automation tools with human oversight
Collaborate with first-line colleagues, second-line support and internal departments
Participate in training, meetings, coaching and quality assurance activities
Comply with company policies, information security and data protection procedures

Requirements

What you’ll need

Experience in a customer service, technical support, IT helpdesk or service desk environment, or demonstrable aptitude for a technical support role
Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical customers
A customer-first approach with a professional, patient and solutions-focused attitude
Logical problem-solving skills and the ability to follow a structured troubleshooting process
Good organisational skills and the ability to manage multiple tickets and competing priorities
Strong attention to detail when documenting incidents, troubleshooting steps and customer interactions
Confidence using computers, business applications and remote support tools
Ability to work independently while collaborating effectively with a wider team
Willingness to learn new technologies, software applications and technical processes
A proactive approach to following up issues and taking ownership through to resolution or appropriate escalation
Experience supporting EPOS, point-of-sale systems or retail management software preferred
Familiarity with Windows operating systems, printers, scanners, payment terminals and other retail peripherals preferred
Basic understanding of networking, internet connectivity, remote access and software configuration preferred
Experience using ticketing platforms such as Zendesk or similar service management systems preferred
Familiarity with ITIL principles or structured incident management processes preferred
Experience working with service-level agreements (SLAs), response targets and customer satisfaction measures preferred
Experience supporting customers in a retail, charity retail or multi-site operating environment preferred