Service Desk Analyst

Videalert; Wales; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading technology firm in the UK is seeking a Service Desk Analyst to join their team in Neath. The ideal candidate should have experience in service desk roles and be skilled in troubleshooting technical issues. Responsibilities include resolving incidents and collaborating with internal teams. This position offers a hybrid work model, healthcare benefits, and competitive holidays.

Benefits

Healthcare cash plan

Discounts on retail, travel, and social activities

25 days holiday + bank holidays

Cycle‑to‑work scheme

Enhanced Maternity & Paternity Package

Qualifications

• Previous Service Desk experience with a ticketing system.
• Understanding of Service Level Agreements.
• Ability to manage and prioritize tasks independently.

Responsibilities

• Troubleshoot alerts from monitoring systems.
• Collaborate with team to identify recurring issues.
• Handle inbound incidents via phone and email.

Skills

Communication Skills

Tech Expertise

SQL Knowledge

Problem Solver

Hands-On Skills

Job description

Are you a tech troubleshooting expert? Your next career adventure awaits! We’re on the lookout for Service Desk Analysts to join our dynamic team in Neath on a full‑time, permanent basis! If you’re passionate about solving technical challenges, this is the role for you.

Who We Are

At Marston Holdings, we are growing fast, and a key part of that growth is our Technology division. We proudly include Videalert and Vortex in our portfolio, making us the UK’s leading supplier of intelligent traffic enforcement and smart city solutions. Together, we leverage cleantech technologies and real‑time data to drive environmental change while maintaining the highest productivity and the lowest operational costs. We’re leading the way in decarbonisation efforts globally with our innovative environmental sensors, networks, and data solutions.

Why Join Us?

• Hybrid Work Model: Enjoy a mix of office‑based (Monday‑Friday) and weekend home working.
• Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays.

What You’ll Be Doing

• 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.

What We’re Looking For

• 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.

What’s In It for You

• Healthcare cash plan.
• Discounts on retail, travel, and social activities.
• 25 days holiday + bank holidays.
• Cycle‑to‑work scheme.
• Enhanced Maternity & Paternity Package (subject to eligibility).

Ready to take the leap? Apply today and we’ll be in touch!

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 means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.