Service Desk Analyst — 1st‑Line IT & CCTV Support

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

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.