IT Support Specialist

5 days ago


Cardiff, Cardiff, United Kingdom ARO Full time
Job Overview

We are seeking a skilled IT Support Specialist to join our team in Cardiff, Wales. As an IT Support Specialist, you will be responsible for providing exceptional customer support, managing monitoring software, troubleshooting issues, and resolving support queries efficiently.

This is a full-time position with a salary of up to £26,000 per annum. The ideal candidate will have experience working in a technical customer service IT support role, excellent customer service skills, and exposure to working to SLAs.

About the Role

As an IT Support Specialist, you will handle inbound calls, emails, and service requests, providing first-line support and escalating unresolved issues to the relevant teams. You will work closely with our team to ensure timely resolution of technical issues and provide seamless support to our customers.

You will be responsible for assisting customers with their questions about supported software and platforms, ensuring adherence to company processes, policies, and customer SLAs/OLAs. Additionally, you will manage our proactive monitoring software, log information on tickets and calls received, and maintain detailed and accurate records.

Key Responsibilities
  • Provide exceptional customer support through various communication channels
  • Manage monitoring software to identify and resolve technical issues promptly
  • Log information on tickets and calls received and maintain accurate records
  • Communicate effectively with internal stakeholders and customers
  • Work collaboratively with the team to resolve technical issues
Requirements

To be successful as an IT Support Specialist, you should have:

  • Experience working in a technical customer service IT support role
  • Excellent customer service skills
  • Exposure to working to SLAs
  • Full and valid UK driver's license
  • Able and happy to complete an enhanced DBS check
Desirable Skills

The following skills would be beneficial:

  • Good understanding or working knowledge of Windows Operating Systems, Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory
  • A good understanding of IT support principles
  • Ability to use desktop software and applications
Why Work for ARO?

At ARO, we offer a wide range of benefits and incentives to our employees, including flexible working, company pension scheme, private medical insurance, life assurance, and more. We are committed to creating an excellent employee experience and strive to make ARO a great place to work.



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