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Service Desk Operations Specialist
2 months ago
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.
