Service Desk Analyst

ARO Technology; Cardiff; Hybrid; GBP 23,000 - 26,000; Full time

Job summary

A leading IT services company in Cardiff is seeking a Service Desk Analyst to provide exceptional customer support. You will manage monitoring software, troubleshoot issues, and handle inbound calls and emails. The ideal candidate will have a strong customer service focus and effective communication skills. This hybrid role requires commuting to the Cardiff office three days a week. Join a supportive team and contribute to a positive workplace culture.

Benefits

Flexible working

Private Medical insurance

25 days holiday plus bank holidays

ARO Shares after 12 months

Qualifications

• Experience with troubleshooting or technical support is a plus.
• Strong communication skills are essential.

Responsibilities

• Provide first-line support for customer inquiries and issues.
• Manage monitoring software and log service desk tickets.
• Ensure effective communication with company stakeholders.

Skills

Customer service focus

Quick-thinking

Detail-oriented

Job description

Job Title: Service Desk Analyst

Location: Cardiff, Wales

Salary: £23,000.00 - £26,000

Contract type: Permanent

About The Role

This position sits on the ARO Services Service Desk Team of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the Front Line Services Manager.

The ARO Services function oversees both Professional and Managed Services across all technical domains. We're looking for a proactive and experienced Service Desk Analyst to join our team and provide exceptional customer support. In this role, you'll manage our monitoring software, troubleshoot issues, log calls, and resolve support queries quickly and efficiently.

You'll handle inbound calls, emails, and service requests, providing first-line support and escalating unresolved issues to the relevant teams. The ideal candidate will be an enthusiastic communicator with a strong customer service focus, quick-thinking, and detail-oriented. Experience with troubleshooting or technical support is a plus, but most importantly, we're looking for someone eager to learn and make an impact.

You'll be part of a supportive team, and have opportunities to grow within the company. If you're ready to take on an exciting role where your contributions truly matter, we'd love to hear from you!

Please note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office in Cardiff. This role also requires occasional out of hours cover, which is paid at x1.5.

Requirements

What you'll do

Objectives

To drive excellent customer experience through effective ownership, and management of customer reported incidents and requests. Ensure contractual SLAs are met on a day-to-day basis.

Responsibilities

• Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs
• Day to day management of our proactive monitoring software; includes logging all related service desk tickets and dealing with them as per the service guidelines
• Desktop and hardware repairs internally and for customers Log information on tickets and calls received and maintain detailed and accurate records
• Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers)
• Establish and maintain effective working relationships with co-workers, supervisors and customers. Pursue personal development of skills and knowledge necessary for the effective performance of the role. Responsible for supporting the company's proactive services operations and other service desk operations as required
• Travel to and from customer sites (nationally) where required to meet business needs
• Working at customer sites (nationally) where required to meet business needs
  
  

Benefits

Who are we?

ARO has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• ‘Design Your Life' training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
  
  

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.