Senior Service Desk Analyst

Marston Holdings; Neath; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Holiday buy-up

Health cash back

Pension scheme

Cycle to work

Green car scheme

Job summary

Marston Holdings is seeking a Senior Service Desk Analyst in Neath, Wales. You will lead a busy Service Desk, mentor colleagues, and drive improvements while delivering high quality support to customers.

The role requires an ITIL qualification and 2+ years in IT Service Desk or technical support, with strong incident management and KPI-focused performance. A customer-first mindset and effective stakeholder communication are essential.

Qualifications

• ITIL qualification.
• Two+ years in IT Service Desk/Technical Support.
• Experience supporting users in large software environments.
• Strong Incident and Service Request Management knowledge.
• Ability to work to SLAs and KPIs.
• Excellent communication and stakeholder management.

Responsibilities

• Act as the go to escalation point for complex issues.
• Lead by example, coaching and supporting first and second line analysts.
• Coordinate daily Service Desk operations and balance workloads.
• Drive excellent customer experiences through clear communication.
• Support Major Incident Management and Root Cause Analysis.
• Collaborate with technical teams to deliver effective solutions.
• Produce KPI reports and identify performance improvements.
• Contribute to SOPs and training for new technologies.

Skills

Communication

Problem solving

Mentoring

Education

ITIL qualification

Job description

Senior Service Desk Analyst

Location–Neath, Wales

Salary -£30,000

Marston Holdings’ continued growth is supported by an established Technology division, which includesVidAlertand Vortex.Together we are the UK’s leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change byleveragingthe power of real-time data with cleantech technologies.

About the role

Are you an experienced Service Desk professional who thrives in a fast-pacedenvironment? Do you enjoy solving complex technical challenges while supporting and developing others? Ifyou'repassionate about delivering exceptional customer service and want to make a real impact,we'dlove to hear from you.

We'relooking for aSenior Service Desk Analyst to join our growing Technology team. This is more than a support role.it'san opportunity to become a trusted technical leader, mentor your colleagues, influence service improvements, and play a key role in delivering outstanding support to our customers.

What You'll Be Doing

As our Senior Service Desk Analyst,you'llbe at the heart of our Service Desk, ensuring incidents and service requests are managed efficiently, professionally, and in line with agreed Service Level Agreements (SLAs).

• Act as the go to escalation point for complex technical issues.
• Lead by example, coaching and supporting first and secondline analysts.
• Help coordinate the daily operation of the Service Desk, ensuring workloads are balanced and priorities are met.
• Drive excellent customer experiences through clear communication and proactive service delivery.
• Support Major Incident Management, Root Cause Analysis, and continuous service improvement initiatives.
• Work closely with technical teams and stakeholders to deliver effective solutions.
• Produce meaningful KPI reports andidentifyopportunities to improve performance.
• Contribute to developing Standard Operating Procedures (SOPs) and delivering training fornew technologiesand processes.
• Champion ITIL best practices and help shape the future of our IT Service Management processes.

What We're Looking For

You'llbe someone who enjoys taking ownership, supporting others, and finding solutions to challenging technical issues.

• An ITIL qualification.
• At least two years' experience within an IT Service Desk or Technical Support environment.
• Experience supporting users in largescale software environments.
• Strong knowledge of Incident and Service Request Management.
• Excellent communication and stakeholder management skills.
• Experience working to SLAs and KPIs.
• The confidence to mentor colleagues and act as an escalation point.

Thenice to have’s

• Knowledge of cloud technologies and services.
• Experience with remote deployments.
• Power BI knowledge.
• Understanding of CCTV systems.
• Experience within the traffic or parking technology sector.

What you will get in return:

• 25annual leave days plus bank holidays.
• Holiday purchase scheme – buy up to 5additionaldays each year.
• Enhanced Maternity and Paternity Package NB subject to eligibility criteria.
• Health Cash Back Plan.
• Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing.
• Cycletoworkand Green Carschemes.
• Pension Scheme.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which meanswe'llconsider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disabilitystatusor any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, andwe'recommitted to creating an inclusive environment for all employees

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