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Service Desk Support Specialist

2 months ago

Neath, Neath Port Talbot, United Kingdom Marston Holdings Full time
Service Desk Analyst Job Description

We are seeking a skilled Service Desk Analyst to join our team at Marston Holdings in Neath. As a key member of our technology team, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.

Key Responsibilities:
  • Respond to customer inquiries and incidents via phone, email, and service desk portal
  • Collaborate with the Service Desk Team Leader and wider support team to address recurring technical issues and implement training or documentation requirements
  • Manage communication with clients, ensuring they are updated on the status and activities undertaken to resolve issues
  • Identify and resolve client issues during proactive performance checks of customer systems, ensuring maximum uptime and performance
  • Liaise with internal teams, including product and development, to break down complex issues and involve stakeholders as needed
Requirements:
  • Excellent written and verbal communication skills
  • Experience working in a technology-led support team
  • Knowledge of CCTV and hardware assembly
  • SQL skills, including understanding of database structures and query language
  • Self-motivated and able to manage and prioritize workload
  • Pro-active attitude towards investigation and resolution of incidents
What We Offer:
  • Hybrid working with weekly visits to our Neath office
  • 37.5 hours 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
  • 25 days + bank holidays
  • Cycle to work scheme
  • Enhanced Maternity and Paternity Package