Senior Service Desk Analyst

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

Benefits offered by this job

25 annual leave days

Holiday purchase scheme

Health Cash Back Plan

Staff discounts

Cycle to work

Pension Scheme

Job summary

Marston Holdings in Neath, Wales, seeks a Senior Service Desk Analyst to join our Technology team. You will be a trusted technical leader, mentoring peers and driving service improvements while delivering outstanding support to customers.

You will escalate complex issues, coach first and second line analysts, coordinate daily desk operations, and work with IT teams to meet SLAs and KPIs, ensuring high-quality service delivery. ITIL qualification and 2+ years' experience preferred.

Qualifications

• ITIL qualification and strong knowledge of Incident and Service Request Management.
• At least two years' experience in an IT Service Desk or Technical Support role.
• Excellent communication and stakeholder management skills.
• Experience mentoring and guiding colleagues in a fast-paced environment.
• Proven track record working to SLAs and KPIs.

Responsibilities

• Act as the go-to escalation point for complex technical issues.
• Lead by example, coaching and supporting first and second line analysts.
• Coordinate daily Service Desk operations to balance workloads and priorities.
• Drive customer experience through clear communication and proactive service delivery.
• Support Major Incident Management, RCA, and continuous service improvements.
• Collaborate with technical teams to deliver effective solutions.
• Produce KPI reports and identify performance improvement opportunities.
• Develop SOPs and deliver training for new technologies and processes.
• Champion ITIL best practices within ITSM processes.

Skills

ITIL qualification

Incident & Service Request Mgmt

Communication skills

Stakeholder management

Mentoring colleagues

Escalation leadership

Tools

Power BI

Job description

Location - Neath, Wales
Salary - £30,000

About The Role

Are you an experienced Service Desk professional who thrives in a fast-paced environment? Do you enjoy solving complex technical challenges while supporting and developing others? If you're passionate about delivering exceptional customer service and want to make a real impact, we'd love to hear from you.

We're looking for a Senior Service Desk Analyst to join our growing Technology team. This is more than a support role. It's an 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

• Act as the go to escalation point for complex technical issues.
• Lead by example, coaching and supporting first and second line 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 and identify opportunities to improve performance.
• Contribute to developing Standard Operating Procedures (SOPs) and delivering training for new technologies and processes.
• Champion ITIL best practices and help shape the future of our IT Service Management processes.

What We're Looking For

• An ITIL qualification.
• At least two years' experience within an IT Service Desk or Technical Support environment.
• Experience supporting users in large scale 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.

The nice 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:

• 25 annual leave days plus bank holidays.
• Holiday purchase scheme - buy up to 5 additional days 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.
• Cycle to work and Green Car schemes.
• 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 means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.