Senior Service Desk Analyst

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

Benefits offered by this job

25 days annual leave

Holiday purchase scheme

Health cash back plan

Staff discounts

Cycle to work

Green Car scheme

Pension

Job summary

Marston Holdings in Neath, Wales, is seeking a Senior Service Desk Analyst to lead and mentor a growing technology team. You will manage incidents and requests, ensuring SLA adherence and high customer satisfaction while collaborating with IT and business stakeholders.

The role focuses on coaching analysts, improving processes, and delivering clear, proactive support. You\'ll contribute to ITIL practices and KPI reporting in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Incident & service request management

Stakeholder management

Mentoring/coaching

SLA/KPI experience

Customer service excellence

Tools

Power BI

Job description

Location - Neath, Wales

Salary - £30,000

Marston Holdings’ continued growth is supported by an established Technology division, which includes VidAlert and 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 by leveraging the power of real-time data with cleantech technologies.

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

As our Senior Service Desk Analyst, you'll be 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 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

You'll be 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 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

INDV