At a Glance
- Tasks: Provide first-line technical support and troubleshoot customer issues in a dynamic environment.
- Company: Join ARO, a leading IT and communication expert with a fun, collaborative culture.
- Benefits: Enjoy flexible working, competitive salary, private medical insurance, and 25 days holiday.
- Other info: Hybrid role with opportunities for personal development and career growth.
- Why this job: Make a real impact by helping customers solve technical challenges every day.
- Qualifications: Experience in IT support, exceptional customer service skills, and a proactive attitude.
The predicted salary is between 31500 - 38500 £ per year.
Location: Cardiff, Wales (Hybrid)
Salary: £26,300
Contract type: Permanent
About the role
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. 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.
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 we are looking for?
Essential
- Experience of 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 the following 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.
Desirable
- A good understanding of IT support principles; e.g. desktop, networks, infrastructure.
- A 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 ServiceNow.
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.
IT Service Desk Analyst in Cardiff employer: ARO group
Join a dynamic team in Cardiff as a Senior Service Desk Analyst, where you'll enjoy a supportive work culture that prioritises professional growth and development. With a competitive salary, hybrid working options, and a range of benefits including private medical insurance and a generous holiday allowance, this role offers a fulfilling opportunity to make a real impact while enjoying a balanced work-life environment. Our commitment to employee well-being and continuous learning makes us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Cardiff
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what ARO group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges ARO group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at ARO group!
✨Direct Apply to ARO group
Let's not forget to apply directly through the ARO group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst in Cardiff
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ARO group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ARO group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ARO group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
