Service Desk Analyst

TN United Kingdom; Neath; Hybrid; GBP 26,000; Full time

Job summary

A leading company in intelligent traffic enforcement is seeking a Service Desk Analyst in Neath. This full-time role involves providing first-line support, resolving technical issues, and ensuring client satisfaction. The position offers hybrid working and various employee benefits.

Benefits

Healthcare cash plan

Staff benefits including discounts

25 days holiday plus bank holidays

Cycle to work scheme

Enhanced Maternity and Paternity packages

Qualifications

• Experience in a technology-led support team.
• Knowledge of CCTV and hardware assembly.
• Understanding of database structures and query language.

Responsibilities

• First point of contact for customer support.
• Respond to inbound customer incidents and manage escalated calls.
• Identify issues during proactive system checks.

Skills

Communication

Self-motivated

Proactive

SQL

Tools

CCTV

Job description

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Are You A Tech Troubleshooter Extraordinaire?! If so look no further!

We have an exciting opportunity for a Service Desk Analyst to join our team in Neath on a full-time, permanent basis. Marston Holdings is continually expanding, and part of our growth is our Technology division, where we have attained Videalert and Vortex. We are the UK’s leading supplier of intelligent traffic enforcement and management solutions and a leading provider of smart city solutions that deliver high productivity at low operational costs. We also provide environmental sensors, networks, and data solutions to support decarbonisation efforts worldwide. We drive real environmental change by leveraging real-time data with cleantech technologies.

Working hours: 37.5 hours on a rotational rota pattern, covering business hours from 07:00 until 19:00, operating from Monday to Sunday (including Bank Holidays). The role is office-based Monday - Friday with weekend home working.

The Role & Responsibilities

Our analysts are the first point of contact for customer support and will handle alerts from our monitoring systems.

1. Work with the Service Desk Team Leader and support team to resolve recurring technical issues and identify training or documentation needs.
2. Respond to inbound customer incidents, manage escalated calls, and handle change requests.
3. Maintain communication via the service desk portal, phone, and email, ensuring clients are kept informed about ongoing activities and resolutions.
4. Identify issues during proactive system checks to ensure maximum uptime and performance.
5. Liaise with internal teams, including product and development, to clarify requirements and complex issues, involving stakeholders as needed.

Person Specification

• Excellent written and verbal communication skills
• Experience in a technology-led support team
• Knowledge of CCTV and hardware assembly
• SQL skills, including understanding database structures and query language
• Self-motivated with the ability to manage and prioritize workload
• Proactive in investigating and resolving incidents

What's in it for you?

• Hybrid working with weekly visits to our Neath office
• Hours: 37.5 hours on a rotational rota, covering 07:00-19:00, Monday to Sunday (including Bank Holidays)
• Salary: £25,500 per annum
• Healthcare cash plan
• Staff benefits, including discounts on shopping, travel, socialising, and health & wellbeing
• 25 days holiday plus bank holidays
• Cycle to work scheme
• Enhanced Maternity and Paternity packages (subject to eligibility)

If this sounds like the job for you, please apply… All new starters will undergo DBS and County Court Judgment checks. Employees are expected to update the company if their circumstances change. We are an equal opportunity employer, welcoming applicants regardless of gender, ethnicity, religion, age, sexual orientation, disability, or other protected characteristics. We value merit and passion for creating better outcomes and are committed to an inclusive environment for all employees.