IT Service Desk Analyst

Job Title: IT Service Desk Analyst

Location: Cardiff

Salary: Up to 25k 

Contract type: Permanent

#LI-Hybrid

About the role 

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 and have your own transport.

We are looking for an experienced 1st line IT Support / Service Desk Analyst to join our team at ARO (Previously Circle IT) in Cardiff Gate. You will work with a wide range of technology in a fast paced MSP environment.

Our Service Desk Analysts are responsible for supporting our customer needs and the daily management of our proactive and reactive monitoring software, which includes tasks such as call logging and troubleshooting issues and where possible resolving support queries or diagnosing the issues.

Other responsibilities include allocating unresolved calls to our helpdesk and providing first line support to our wide range of customers. This can be through inbound telephone calls, emails and service requests.

The Service Desk Analyst will also deal with any internal desktop repairs at ARO

Out of hours work and travel to and from/working at customer sites (nationally) may be required on occasion to meet business needs.

What you'll do 

• Be 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. 
• To work with the Remote Service Manager and Technical Lead(s) with forward planning and development needs of technical and other skills to support team/personal development and business operations. 
• Support and provide out of hours work (including weekend) when required. 

What we are looking for? 

Essential: 

• Experience of working in a technical customer service IT support role 
• A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory 
• 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  

Desirable: 

• A good understanding of IT support principles; e.g. desktop, networks, infrastructure 
• Ability to use desktop software and applications- word processing, spreadsheets and graphics 
• A basic understanding of Apple (desirable) 

• Office 365 experience (desirable) 
• SCCM experience (desirable) 
• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally 
• Good numeracy/literacy skills 
• Excellent telephone manner and customer engagement skills 
• Practical problem solving and negotiation skills 
• Strong prioritisation, time management and troubleshooting skills 

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.