At a Glance
- Tasks: Lead the Service Desk, manage incidents, and deliver top-notch customer support.
- Company: Join Marston Holdings Limited, a leader in IT service management.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Dynamic role with opportunities for professional growth in a collaborative setting.
- Why this job: Shape IT service management while mentoring and driving improvements.
- Qualifications: Experience in ITIL and incident management, with strong leadership skills.
The predicted salary is between 31500 - 38500 £ per year.
Marston Holdings Limited in Neath, Wales, is seeking a Senior Service Desk Analyst to lead the Service Desk, manage incidents, and deliver outstanding customer support that aligns with SLAs and business needs.
You will:
- Mentor first and second line analysts
- Drive continual service improvement
- Coordinate daily operations
- Collaborate with technical teams to produce actionable KPI reports and SOPs
- Shape our IT service management
Senior Service Desk Lead – ITIL & Incident Expert in Neath employer: Marston Holdings Limited
Marston Holdings Limited is an excellent employer, offering a supportive and inclusive work environment for its Outdoor Parking Enforcement Officers in Newark on Trent. With flexible working hours, comprehensive training, and attractive employee benefits such as health perks and pension schemes, the company prioritises employee growth and well-being, making it a rewarding place to build a career while contributing to public safety.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Lead – ITIL & Incident Expert in Neath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marston Holdings Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marston Holdings Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Service Desk Lead – ITIL & Incident Expert in Neath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marston Holdings Limited:Your cover letter is your chance to shine! Tell us why you want to work at Marston Holdings Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marston Holdings Limited!
How to prepare for a job interview at Marston Holdings Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
