At a Glance
- Tasks: Lead a dynamic Service Desk team, solving complex tech issues and mentoring colleagues.
- Company: Join Marston Holdings, the UK's leader in smart city solutions and traffic management.
- Benefits: Enjoy 25 days holiday, health cash plan, and flexible staff benefits tailored for you.
- Other info: Be part of an inclusive team that values your passion and skills.
- Why this job: Make a real impact while driving environmental change with cutting-edge technology.
- Qualifications: ITIL qualified with 2+ years in IT Service Desk or Technical Support.
The predicted salary is between 33750 - 41250 £ per year.
- Senior Service Desk Analyst
- Location–Neath, Wales
Marston Holdings’ continued growth is supported by an established Technology division, which includes Vid Alertand Vortex.
Together we are the UK’s leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost.
We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally.
We drive real environmental change byleveragingthe power of real-time data with cleantech technologies.
About the role
Are you an experienced Service Desk professional who thrives in a fast-pacedenvironment?
Do you enjoy solving complex technical challenges while supporting and developing others?
Ifyou'repassionate about delivering exceptional customer service and want to make a real impact, we'dlove to hear from you.
We'relooking for a Senior Service Desk Analyst to join our growing Technology team.
This is more than a support role. it'san opportunity to become a trusted technical leader, mentor your colleagues, influence service improvements, and play a key role in delivering outstanding support to our customers.
- What You'll Be Doing
- As our
Senior Service Desk Analyst , you'llbe at the heart of our Service Desk, ensuring incidents and service requests are managed efficiently, professionally, and in line with agreed Service Level Agreements (SLAs).
- Act as the go to escalation point for complex technical issues.
- Lead by example, coaching and supporting first and secondline analysts.
- Help coordinate the daily operation of the Service Desk, ensuring workloads are balanced and priorities are met.
- Drive excellent customer experiences through clear communication and proactive service delivery.
- Support Major Incident Management, Root Cause Analysis, and continuous service improvement initiatives.
- Work closely with technical teams and stakeholders to deliver effective solutions.
- Produce meaningful KPI reports andidentifyopportunities to improve performance.
- Contribute to developing Standard Operating Procedures (SOPs) and delivering training fornew technologiesand processes.
- Champion ITIL best practices and help shape the future of our IT Service Management processes.
What We're Looking For
You'llbe someone who enjoys taking ownership, supporting others, and finding solutions to challenging technical issues.
- An ITIL qualification.
- At least two years' experience within an IT Service Desk or Technical Support environment.
- Experience supporting users in largescale software environments.
- Strong knowledge of Incident and Service Request Management.
- Excellent communication and stakeholder management skills.
- Experience working to SLAs and KPIs.
- The confidence to mentor colleagues and act as an escalation point.
- Thenice to have’s
- Knowledge of cloud technologies and services.
- Experience with remote deployments.
- Power BI knowledge.
- Understanding of CCTV systems.
- Experience within the traffic or parking technology sector.
What you will get in return
- 25annual leave days plus bank holidays.
- Holiday purchase scheme – buy up to 5additionaldays each year.
- Enhanced Maternity and Paternity Package NB subject to eligibility criteria.
- Health Cash Back Plan.
- Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing.
- Cycletoworkand Green Carschemes.
- Pension Scheme.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check.
In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
We are an equal opportunity employer, which meanswe'llconsider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disabilitystatusor any other protected characteristic.
We recruit and develop our people based on merit and their passion for creating better outcomes, andwe'recommitted to creating an inclusive environment for all employees
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Senior Service Desk Analyst in Neath employer: Marston (Holdings)
Marston Holdings is an exceptional employer located in Neath, offering a dynamic work culture that fosters innovation and collaboration. With a strong focus on employee growth, the company provides ample opportunities for professional development alongside attractive benefits such as flexible working arrangements and enhanced family leave policies. Joining Marston Holdings means being part of a forward-thinking team dedicated to driving impactful solutions in the Traffic Technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst in Neath
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Marston (Holdings) values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Marston (Holdings) might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Marston (Holdings)!
✨Direct Apply to Marston (Holdings)
Let's not forget to apply directly through the Marston (Holdings) website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Desk Analyst in Neath
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Marston (Holdings).
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Marston (Holdings). Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Marston (Holdings)
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
