IT Service Desk Analyst; 1st line

Job Title:

IT Service Desk Analyst

Location:

Cardiff, Wales (Hybrid)

Salary: £26,300

Contract type:
Permanent

Please note that this is a Hybrid role with onsite requirement 2
-3 days a week. You must be able to commute to the office in Cardiff.

Join our Cloud, Cyber and IT (CCIT) Business Unit as a Service Desk Analyst, where you'll play a key role in delivering outstanding first-line technical support to customers. Reporting to the Front Line Services Manager, you'll be responsible for managing customer incidents and service requests, troubleshooting technical issues, and ensuring a high standard of customer service across every interaction. This role is ideal for a customer-focused IT professional with knowledge of desktop support and network technologies, who enjoys problem-solving and helping users resolve technical challenges.

You'll provide support via phone, email, and monitoring systems, taking ownership of incidents from initial contact through to resolution or escalation when required. As part of a collaborative Service Desk team, you'll help ensure service level agreements (SLAs) are consistently met while contributing to an excellent customer experience. We're looking for someone who is proactive, detail oriented, eager to learn, and committed to delivering exceptional customer support in a fast-paced environment.

This is an excellent opportunity to develop your technical skills, grow your career and make a meaningful impact on customers every day.

• Assist customers with questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs.
• Day-to-day management of proactive monitoring software; includes logging all related service desk tickets and dealing with them as per 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 effective performance of the role.
• Support 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.
• Work at customer sites (nationally) where required to meet business needs.

• Working in a technical customer service IT support role.
• Exceptional customer services skills.
• Exposure to working to SLAs.
• Experience of working in a fast paced working environment.
• Full and valid UK driver's license.
• Able and happy to complete an enhanced DBS check.
• A good understanding/working knowledge of technologies:
  Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory.
• Ability to use desktop software and applications – word processing, spreadsheets and graphics.
• Office 365 experience.
• Excellent telephone manner and customer engagement skills.

• A good understanding of IT support principles; e.g. desktop, networks, infrastructure.
• Basic understanding of Apple devices (desirable).
• Excellent customer service, communication and interpersonal skills - able to build and establish good working relationships internally and externally.
• Good numeracy/literacy skills.
• Practical problem solving and negotiation skills.
• Strong prioritisation, time management and troubleshooting skills.
• A relevant technical qualification (desirable).
• Experience with Autotask.
• Experience with Datto RMM.
• Experience with Service Now.

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.

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benef