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- Tasks: Join our team as a Service Desk Analyst, providing top-notch customer support and troubleshooting.
- Company: ARO is a leading IT and communication expert with 25 years of experience in the industry.
- Benefits: Enjoy flexible working, private medical insurance, and 25 days holiday plus your birthday off!
- Why this job: Be part of a fun, collaborative culture where your contributions truly matter and growth is encouraged.
- Qualifications: Enthusiastic communicators eager to learn; technical support experience is a plus but not essential.
- Other info: This hybrid role requires commuting to Cardiff three days a week and offers paid out-of-hours cover.
The predicted salary is between 20000 - 26000 £ per year.
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:
- 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.
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Service Desk Analyst employer: ARO Technology
Contact Detail:
ARO Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common troubleshooting techniques and software used in service desk roles. This will not only help you during the interview but also demonstrate your proactive approach to learning.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since the role requires effective communication with customers and stakeholders, being able to articulate your thoughts clearly will set you apart.
✨Tip Number 3
Research ARO Services and their culture. Understanding their values and mission can help you tailor your responses in interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the Service Desk Analyst role, which can be invaluable during your application process.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical troubleshooting. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how your skills align with the responsibilities outlined in the job description.
Showcase Communication Skills: Since effective communication is key for this role, ensure your application reflects your ability to communicate clearly and professionally, both in writing and verbally.
Highlight Eagerness to Learn: Emphasise your willingness to learn and grow within the company. Mention any relevant training or certifications you have pursued to enhance your skills in IT support.
How to prepare for a job interview at ARO Technology
✨Show Your Customer Service Skills
As a Service Desk Analyst, your ability to communicate effectively is crucial. Prepare examples of how you've provided excellent customer service in the past, focusing on your problem-solving skills and how you handle difficult situations.
✨Familiarise Yourself with Technical Support Basics
Even if you don't have extensive technical experience, it's beneficial to understand the basics of troubleshooting and common software issues. Brush up on relevant technologies and be ready to discuss how you would approach resolving typical support queries.
✨Demonstrate Your Proactive Attitude
The role requires someone who is eager to learn and make an impact. Be prepared to share instances where you've taken initiative in previous roles or projects, showcasing your proactive mindset and willingness to go the extra mile.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions that show your interest in the company and the role. Inquire about team dynamics, opportunities for growth, or how success is measured in the position. This demonstrates your enthusiasm and engagement.
