Service Desk Analyst

Service Desk Analyst

We have an exciting opportunity for a Service Desk Analyst to join our team in Neath on a part-time, permanent basis. This role will be office based Monday – Friday with Home working on the weekend.

20 hours to be worked on a rotational two-week rota, including every other weekend ensuring the business hours of 07:00 until 19:00 are covered, operating from Monday to Sunday (including Bank Holidays)

Marston Holdings are continually expanding, and part of our growth is our Technology side of the business we have attained Videalert and Vortex. Videalert is the UK’s leading supplier of intelligent traffic enforcement and management solutions that deliver the highest productivity at the lowest operational cost. Vortex is the UK’s leading provider of smart city solutions. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real-time data with cleantech technologies.

We are currently seeking a Service Desk Analyst to join their growing team! This is a key role within the service desk team.

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

What we are looking for:

The ideal candidate will have excellent written and verbal communication and experience of working within a technology led support team. You will need knowledge of CCTV and hardware assembly, SQL skills including understanding of database structures and query language.

For this role you will need to be self-motivated and have the ability to manage and prioritise your own workload, with a pro-active attitude towards investigation and resolution of incidents.

What you will be doing:

• Working with the Service Desk Team Leader and wider support team to ensure any recurring technical issues are addressed, and any training or documentation requirements are identified and implemented.
• Responding to inbound customer incidents received to the service desk, dealing with calls escalated as incidents and dealing with change requests.
• Managing communication via the service desk portal by phone and email – maintaining a high level of interactive ongoing communication (written and verbal) with clients and making sure they are updated on the status and activities that are being undertaken to resolve the issue/request.
• Identifying client issues raised during proactive performance checks of all customer systems and ensuring maximum possible uptime and performance.
• Liaising with other internal teams including product and development, breaking down requirements and complex issues and involving appropriate stakeholders when required.

What you will get in return:

• Hybrid working with weekly visits to our Neath office
• Hours: 20 hours to be worked on a rotational two-week rota, including every other weekend ensuring the business hours of 07:00 until 19:00 are covered, operating from Monday to Sunday (including Bank Holidays)
• Salary: £25,500 pro rata
• Healthcare cash plan
• Staff benefits designed to suit your lifestyle – from discounts on retail shopping, travel, and socialising to health & wellbeing
• 25 days holiday pro rata
• Cycle to work scheme
• Enhanced Maternity and Paternity Package NB this is subject to eligibility

If this sounds like the job for you, please apply….

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.