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Service Desk Analyst in Neath

4 months ago

Neath, Neath Port Talbot, United Kingdom Marston Holding Limited Full time

Marston Holdings are continually expanding, and part of our growth is our Technology side of the business where we have attained Videalert and 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 by leveraging the power of real-time data with cleantech technologies.

We have an exciting opportunity for a Service Desk Analyst to join our team in Neath on a full time, permanent basis.

37.5 hours to be worked on a rotational rota pattern, ensuring business hours of 07:00 until 19:00 are covered, operating from Monday to Sunday (including Bank Holidays)

This role will be office based Monday - Friday with Home working on the weekend.

The Role & Responsibilities:

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

  • 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.
  • Person Specification
  • Excellent written and verbal communication skills
  • Experience of working within a technology led support team.
  • Knowledge of CCTV and hardware assembly,
  • SQL skills including understanding of database structures and query language.
  • Self-motivated and have the ability to manage and prioritise your own workload
  • Pro-active attitude towards investigation and resolution of incidents.

What's in it for you?

  • Hybrid working with weekly visits to our Neath office
  • Hours: 37.5 hours to be worked on a rotational rota pattern, ensuring business hours of 07:00 until 19:00 are covered, operating from Monday to Sunday (including Bank Holidays)
  • Salary: £25,500 per annum
  • Healthcare cash plan
  • Staff benefits designed to suit your lifestyle – from discounts on retail shopping, travel, and socialising to health & wellbeing
  • 25 days + bank holidays
  • Cycle to work scheme
  • Enhanced Maternity and Paternity Package NB this is subject to eligibility