Service Desk Analyst

1 week ago

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

Service Desk Analyst

We are seeking a skilled Service Desk Analyst to join our team in Neath. As a Service Desk Analyst, you will be the first point of contact for customer support requirements and will be dealing with alerts from our monitoring systems.

The ideal candidate will have excellent written and verbal communication skills 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.

Key Responsibilities:

  • 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.

What We Offer:

  • 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

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.

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