IT Service Desk Analyst (1st Line)

Role Overview

Join ARO Technology's Cloud, Cyber and IT Business Unit as a Service Desk Analyst based in Cardiff, Wales, working in a hybrid capacity with 2-3 onsite days per week. In this permanent position, you will be a vital part of delivering excellent first-line technical support to clients, handling customer incidents and service requests effectively while maintaining top-notch service quality.

Key Responsibilities

• Provide expert assistance on supported software and platforms, ensuring compliance with company processes, policies, and customer service level agreements (SLAs) and operational level agreements (OLAs).
• Manage proactive monitoring software day-to-day, logging service desk tickets and resolving them according to service guidelines.
• Perform desktop and hardware repairs for both internal teams and customers.
• Accurately log and document ticket and call information.
• Communicate clearly and professionally with stakeholders including customers, third parties, and internal colleagues.
• Build and maintain strong working relationships within the team and with customers.
• Pursue ongoing personal development related to the role's technical and service requirements.
• Support proactive services operations and other service desk tasks as needed.
• Travel nationally to customer sites when business needs arise, including working onsite at those locations.

Candidate Requirements

Essential:

• Prior technical customer service experience in an IT support role.
• Outstanding customer service skills with a strong telephone manner.
• Experience adhering to SLAs in a fast-paced environment.
• Valid full UK driver's licence.
• Willingness to undergo an enhanced DBS check.
• Proficient understanding of technologies including Windows OS (7, 8.1, 10, 11), Microsoft Office, anti-virus software, PC/server security, ADSL, LAN, Exchange, and Active Directory.
• Competency in desktop applications such as word processing, spreadsheets, and graphics tools.
• Hands-on experience with Office 365.

Desirable:

• Basic knowledge of IT support fundamentals, including desktop, networking, and infrastructure.
• Familiarity with Apple devices.
• Excellent interpersonal skills enabling strong relationships internally and externally.
• Good numeracy and literacy skills.
• Effective problem-solving and negotiation capabilities.
• Strong skills in prioritization, time management, and troubleshooting.
• Relevant technical qualifications.
• Experience using Autotask, Datto RMM, and ServiceNow platforms.

Company and Benefits

ARO Technology has 25 years of expertise in collaboration, connectivity, cloud, infrastructure, and cybersecurity services, serving clients across the UK and internationally with multiple offices nationwide. The company culture emphasizes open communication, trust, collaboration, and employee wellbeing, evidenced by their receipt of the People Insight's Outstanding Workplace Award in 2021.

Employees enjoy a comprehensive benefits package including:

• Design Your Life training and development program
• Flexible working options
• Company pension with matching contributions
• Access to perks portal
• Private medical insurance
• Life assurance coverage
• 25 days of holiday plus bank holidays and holiday trading
• Birthday day off
• Health club membership and wellbeing schemes
• Eligibility for ARO shares after one year of employment
• Employee assistance program
• Technical training academy and e-learning resources

If your background and skills align with around 80% of the above, the company encourages you to apply and join a vibrant, supportive team where your contributions make a real impact.