At a Glance
- Tasks: Provide top-notch customer support and troubleshoot technical issues in a dynamic environment.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Enjoy a competitive salary, private medical insurance, and 25 days holiday plus your birthday off!
- Other info: Hybrid role with opportunities for professional growth and development.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in IT support and exceptional customer service skills are essential.
The predicted salary is between 40000 - 45000 £ per year.
Job Title
Senior Service Desk Analyst
Location
Cardiff (Hybrid)
Salary
£28,000
Contract type
Permanent
About the role
We’re looking for a proactive and experienced Senior 1st Line 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 advanced first-line support as well as taking ownership of more complex technical issues before escalating them to the relevant teams when needed.
As a senior member of the Service Desk, you’ll also act as a point of guidance for colleagues and help ensure our customers receive the highest level of service.
The ideal candidate will be an enthusiastic communicator with a strong customer service focus, quick‑thinking, and detail‑oriented.
Experience with troubleshooting and technical support is essential, but most importantly, we’re looking for someone eager to learn, share their knowledge, and make an impact.
Please note that this is a Hybrid role with onsite requirement 3 days a week.
Applicants must be able to reliably travel to the office and where required, attend customer or business locations.
- What you’ll do
- Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs.
- Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines.
- Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions.
- Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required.
- Communicate effectively, both verbally and in writing, with customers, third‑party suppliers, and internal teams.
- Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners.
- Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards.
- Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively.
- Support the delivery of the company's proactive services and assist with wider Service Desk operations as required.
- Travel to customer sites across the UK when required to meet business needs.
- Work from customer sites when required, providing on‑site support and maintaining excellent customer relationships.
What we are looking for?
Essential
- Experience of working in a technical customer service IT support role in a 1st/2nd line capacity.
- Exceptional customer services skills
- Exposure to working to SLAs
- Experience of working in a fast paced working environment
- Full and valid UK driver's licence
- A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC/server security, LAN, Exchange, Active Directory
- A good understanding of IT support principles; e. g. desktop, networks, infrastructure
- Ability to use desktop software and applications- word processing, spreadsheets and graphics
- Office 365 experience
- Excellent telephone manner and customer engagement skills
- Proactive approach to workload and customer needs.
- Strong prioritisation, time management and troubleshooting skills
Desirable
- A basic understanding of Apple Technologies
- SCCM/Intune experience
- 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
- A relevant technical qualification
- Experience with Service Now
- Experience with Autotask
- Experience with Datto RMM
Benefits
- 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
- #J-18808-Ljbffr
Senior Service Desk Analyst (Internal Applications Only) 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 Senior Service Desk Analyst (Internal Applications Only) in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ARO group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ARO group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Service Desk Analyst (Internal Applications Only) in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ARO group:Your cover letter is your chance to shine! Tell us why you want to work at ARO group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ARO group!
How to prepare for a job interview at ARO group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
