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Service Desk Operations Specialist

2 months ago

Neath, Neath Port Talbot, United Kingdom Marston Holdings Full time
About the Role

We are seeking a highly skilled Service Desk Operations Specialist to join our team at Marston Holdings. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Respond to and resolve customer inquiries and technical issues in a timely and professional manner.
  • Work closely with the Service Desk Team Leader and wider support team to ensure effective issue resolution and knowledge sharing.
  • Manage communication with clients through various channels, ensuring clear and concise updates on issue status and resolution.
  • Identify and escalate complex technical issues to relevant teams, ensuring timely resolution and minimizing downtime.
  • Collaborate with internal teams, including product and development, to break down technical requirements and resolve complex issues.
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 effectively.
  • Pro-active attitude towards investigation and resolution of incidents.
What We Offer
  • Hybrid working arrangement with regular visits to our office.
  • 37.5 hours per week, worked on a rotational rota pattern to ensure business hours are covered.
  • Salary: £25,500 per annum.
  • Healthcare cash plan.
  • Staff benefits, including discounts on retail shopping, travel, and socializing.
  • 25 days annual leave, plus bank holidays.
  • Cycle to work scheme.
  • Enhanced Maternity and Paternity Package.