Senior Service Desk Analyst – Internal Applications Only

ARO Technology

Senior Service Desk Analyst providing technical and customer support in a hybrid work environment. Responsible for managing monitoring software and ensuring high service levels are maintained.

Posted 7/9/2026full-timeCardiff • 🇬🇧 United KingdomSenior💰 £28,000 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 license
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
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 ServiceNow
Experience with Autotask
Experience with Datto RMM

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical Customer ServiceTroubleshootingTime ManagementProblem SolvingUnderstanding of IT Support PrinciplesActive DirectoryLANMicrosoft OfficeAV ProductsPC/Server Security

Soft Skills

Exceptional Customer Service SkillsEffective CommunicationInterpersonal SkillsProactive ApproachStrong Prioritisation

Certifications

Relevant Technical Qualification