Senior Service Desk Analyst & Tech Leader (ITIL)

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

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.