Service Desk Operations Specialist

6 days ago

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

Job Summary:

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

Key Responsibilities:

  • Respond to and resolve technical issues and incidents reported by clients in a timely and professional manner.
  • Work closely 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.
  • Manage communication with clients via the service desk portal, maintaining a high level of interactive ongoing communication (written and verbal) with clients and ensuring they are updated on the status and activities being undertaken to resolve the issue/request.
  • Identify client issues raised during proactive performance checks of all customer systems and ensure maximum possible uptime and performance.
  • Liaise with other internal teams, including product and development, to break down requirements and complex issues and involve appropriate stakeholders when required.

Requirements:

  • 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 able to manage and prioritize your own workload.
  • Pro-active attitude towards investigation and resolution of incidents.

What We Offer:

  • Hybrid working arrangement with weekly visits to our office.
  • Competitive salary of £25,500 pro rata.
  • Healthcare cash plan.
  • Staff benefits designed to suit your lifestyle.
  • 25 days holiday pro rata.
  • Cycle to work scheme.
  • Enhanced Maternity and Paternity Package (subject to eligibility).

About Us:

Marston Holdings is a leading supplier of intelligent traffic enforcement and management solutions and a 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.

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