Service Desk Analyst

Marston Holdings; Neath; Hybrid; GBP 26,000; Full time

Job summary

A leading company in intelligent traffic systems seeks a Service Desk Analyst in Neath. This role involves providing customer support, addressing technical issues, and liaising with internal teams. The position offers 37.5 hours per week with hybrid working options and various employee benefits.

Benefits

Healthcare cash plan

Staff benefits including discounts on shopping, travel, and socialising

25 days + bank holidays

Cycle to work scheme

Enhanced maternity and paternity packages

Qualifications

• Experience in technology-led support team is desired.
• Knowledge of CCTV and hardware assembly is needed.
• Excellent communication skills are essential.

Responsibilities

• First point of contact for customer support.
• Respond to inbound incidents via the service desk.
• Identify client issues during proactive system checks.

Skills

Excellent written and verbal communication skills

Experience in a technology-led support team

Knowledge of CCTV and hardware assembly

SQL skills

Self-motivated

Proactive attitude

Job description

Social network you want to login/join with:

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 the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging real-time data with cleantech technologies.

37.5 hours to be worked on a rotational rota pattern, ensuring business hours of 07:00 until 19:00 are covered, operating from Monday to Sunday (including Bank Holidays). This role will be office-based Monday - Friday with weekend home working.

The Role & Responsibilities

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

1. Work with the Service Desk Team Leader and support team to address recurring technical issues and identify training or documentation needs.
2. Respond to inbound customer incidents via the service desk, handle escalated calls, and manage change requests.
3. Maintain communication through the service desk portal by phone and email, keeping clients updated on issue resolution activities.
4. Identify client issues during proactive system checks to ensure maximum uptime and performance.
5. Liaise with internal teams including product and development, breaking down requirements and 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 attitude towards incident investigation and resolution

What's in it for you?

• Hybrid working with weekly visits to our Neath office
• Hours: 37.5 hours on a rotational rota pattern, covering 07:00 to 19:00, from 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 + bank holidays
• Cycle to work scheme
• Enhanced maternity and paternity packages (subject to eligibility)

If this sounds like the job for you, please apply. New starters will be subject to DBS and County Court Judgment checks. The company encourages updating personal circumstances and is committed to diversity and inclusion, considering all qualified applicants regardless of protected characteristics.