Service Desk Analyst

Job Title: Service Desk Analyst

Location: Cardiff, Wales/Hybrid

Salary: Up to £26,300

Contract type: Permanent

#LI-Hybrid

About the role

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

• 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.

What are we looking for?

Essential:

• Experience of working in a technical customer service IT support role

• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
• Good numeracy/literacy skills
• Excellent telephone manner and customer engagement skills
• Practical problem solving and negotiation skills
• Strong prioritisation, time management and troubleshooting skills

• A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory
• Exposure to working to SLAs
• Experience of working in a fast paced working environment
• Full and valid UK driver’s license

Desirable:

• Ability to use desktop software and applications- word processing, spreadsheets and graphics
• A basic understanding of Apple
• Office 365 experience
• SCCM experience

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:

💰 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

💼 Hybrid working

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