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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 provider of Cloud, Cyber, and IT services, dedicated to excellence.
- Benefits: Enjoy opportunities for growth, a supportive team environment, and flexible working options.
- Why this job: Make a real impact while developing your skills in a dynamic and collaborative culture.
- Qualifications: Enthusiastic communicators with a focus on customer service; tech experience is a bonus!
- Other info: Travel to customer sites may be required, offering diverse experiences.
The predicted salary is between 24000 - 36000 £ per year.
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.
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.
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Service Desk Analyst at ARO – Cardiff, Wales, United Kingdom employer: Dataleum
Contact Detail:
Dataleum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst at ARO – Cardiff, Wales, United Kingdom
✨Tip Number 1
Familiarise yourself with common troubleshooting techniques and tools used in service desk environments. This will not only help you during the interview but also demonstrate your proactive approach to problem-solving.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. Since you'll be interacting with customers and team members regularly, showcasing your ability to communicate clearly and effectively can set you apart from other candidates.
✨Tip Number 3
Research ARO Services and their customer support philosophy. Understanding their values and how they approach customer service will allow you to align your answers during the interview with what they are looking for.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Being able to share specific instances will highlight your capability and enthusiasm for the role.
We think you need these skills to ace Service Desk Analyst at ARO – Cardiff, Wales, United Kingdom
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 specific requirements for the Service Desk Analyst role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've provided excellent customer service or resolved technical issues in the past, aligning 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. Use concise language and structure your application well to make it easy for the hiring team to read.
Highlight Willingness to Learn: Emphasise your eagerness to learn and grow within the company. Mention any relevant training or certifications you have pursued, and express your commitment to personal development in the field of IT support.
How to prepare for a job interview at Dataleum
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to communicate effectively and provide exceptional customer support is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience.
✨Familiarise Yourself with Technical Troubleshooting
While the role may not require extensive technical knowledge, having a basic understanding of troubleshooting processes can set you apart. Brush up on common software and hardware issues, and be ready to discuss how you would approach resolving them.
✨Demonstrate Proactivity and Eagerness to Learn
The ideal candidate is someone who is eager to learn and make an impact. Be prepared to discuss how you stay updated with new technologies and your willingness to take on challenges in your role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer interactions. Practice responding to hypothetical situations related to service desk operations, focusing on your thought process and decision-making.
