Service Desk Analyst

LGBT Jobs; Neath; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Career development

Discounts on retail

Discounts on travel

Social activities discounts

Job summary

Marston Holdings is seeking a Service Desk Analyst based in Neath, Wales. The role involves being the first line of support for customers, monitoring systems, and resolving issues to keep services running smoothly. The position offers a hybrid arrangement with office-based weekdays and some weekend home working.

The successful candidate will have prior service desk experience, knowledge of SLAs, and hands-on skills including CCTV and hardware assembly. SQL familiarity will be advantageous.

Qualifications

• Previous Service Desk experience / working with a ticketing system.
• Understanding of Service Level Agreements.
• 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

• Troubleshooting alerts from monitoring systems.
• Collaborating with Service Desk Team Leader to identify recurring issues and improve training/documentation.
• Handling inbound incidents via phone, email, and service desk portal.
• Proactively checking client systems for performance, minimising downtime.
• Working with internal teams (product & development) to resolve complex issues and upscale when necessary.

Skills

Service desk experience

SLA understanding

Problem solving

Customer focus

Self-starter

Incident management

Tools

Ticketing system

SQL basics

CCTV knowledge

Hardware assembly

Job description

Service Desk Analyst position in Neath, Wales

Annual salary of £25,500

Previous Service Desk experience required

Salary includes benefits like career development and discounts

Service Desk Analyst

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 upscale when necessary.

What we are looking for:

• PreviousService Desk experience / working with a ticketing system.
• Understanding of Service Level Agreements.
• Tech Expertise:Previusexperience 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
• Discounts on retail, travel, and social activities
• 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.