Service Desk Analyst

Marston Holdings Limited; Neath; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

LinkedIn Learning

Healthcare cash plan

Discounts on retail, travel, and more

Cycle-to-work scheme

Maternity/Paternity package

Job summary

Marston Holdings Limited is seeking a Service Desk Analyst to join our Neath, Wales team. You will be the first point of contact for customer support, troubleshoot alerts, and collaborate with internal teams to resolve issues and improve training.

The role includes a mix of office-based and weekend home working within a 37.5 hour week. The ideal candidate will have service desk experience, familiarity with ticketing systems, and strong communication skills.

Qualifications

• Previous Service Desk experience / working with a ticketing system.
• Understanding of Service Level Agreements.
• Communication Skills: Excellent written and verbal communication.
• Tech Expertise: Previous experience in a technology-led support role.
• Hands-On Skills: Knowledge of CCTV and hardware assembly.
• SQL Knowledge: Familiarity with databases and query language.
• Self-Starter: Ability to manage and prioritize tasks independently.
• Problem Solver: Proactive approach to incident investigation and resolution.

Responsibilities

• As the first point of contact for customer support you’ll be crucial in resolving technical issues.
• Troubleshooting alerts from our monitoring systems.
• Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation.
• Handling inbound incidents via phone, email, and our service desk portal.
• Proactively checking client systems for performance, minimising downtime.
• Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary.

Skills

Service Desk experience

Ticketing system

SLA understanding

Written and verbal communication

Tech expertise

CCTV knowledge

SQL knowledge

Self-starter

Problem solving

Job description

Service Desk Analyst

Location: Neath, Wales

Salary: £25,500

Marston Holdings’ continued growth is supported by an established Technology division, which includesVidAlertand 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 byleveragingthe power of realtime data with cleantech technologies.

About the role

Our Service Desk team keepsVidAlert’sservices running smoothly and our customers supported.

As aService Desk Analyst,you’llbe the first point of contact for customer support,monitoringsystems, managingalertsand solving issues as they arise.It’sa fast-paced, varied role where yourproblem-solving skills, attention to detail and customer focuswill have a real impact.

Join us and play a key role in keeping our service moving.

This roleoperatesa rotational shift work patternincweekends

• Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays.
• Enjoy a mix ofoffice-basedMonday-Friday and weekend home working.

What you will be doing:

As the first point of contact for customer support,you’llbe crucial in resolving technical issues:

• Troubleshooting alerts from our monitoring systems.
• Collaborating with the Service Desk Team Leader and support team toidentifyrecurring issues and enhance training/documentation.
• Handling inbound incidents via phone, email, and our service desk portal.
• Proactively checking client systems for performance, minimising downtime.
• Working closely with internal teams (product & development) to resolve complex issues and escalatiewhen necessary.

What we are looking for:

• PreviousService Desk experience / working with a ticketing system.
• Understanding of Service Level Agreements.
• Communication Skills: Excellent written and verbal communication.
• Tech Expertise:Previousexperience in a technology-led support role.
• Hands-On Skills: Knowledge of CCTV and hardware assembly.
• SQL Knowledge: Familiarity with databases and query language.
• Self-Starter: Ability to manage and prioritize tasks independently.
• Problem Solver: Proactive approach to incident investigation and resolution.

What you will get in return:

• Salary £25,500
• Career DevelopmentincLinkedIn Learning
• Healthcare cash plan
• Discounts on retail, travel, and social activities
• Cycle-to-work scheme
• Enhanced Maternity & Paternity Package (subject to eligibility)

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 meanswe'llconsider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disabilitystatusor any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, andwe'recommitted to creating an inclusive environment for all employees.

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