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- Tasks: Be the tech hero solving customer issues and enhancing support processes.
- Company: Join Marston Holdings, a leader in smart city solutions and environmental change.
- Benefits: Enjoy healthcare plans, discounts, 25 days holiday, and a hybrid work model.
- Why this job: Make a real impact while developing your tech skills in a dynamic environment.
- Qualifications: Experience in service desk roles and strong communication skills required.
- Other info: Great career growth opportunities in a supportive and inclusive workplace.
The predicted salary is between 28800 - 43200 £ per year.
Are you a tech troubleshooting expert? Your next career adventure awaits! We’re on the lookout for Service Desk Analysts to join our dynamic team in Neath on a full-time, permanent basis! If you’re passionate about solving technical challenges, this is the role for you.
At Marston Holdings, we are growing fast, and a key part of that growth is our Technology division. We proudly include Videalert and Vortex in our portfolio, making us the UK’s leading supplier of intelligent traffic enforcement and smart city solutions. Together, we leverage cleantech technologies and real-time data to drive environmental change while maintaining the highest productivity and the lowest operational costs.
Hybrid Work Model: Enjoy a mix of office-based (Monday-Friday) and weekend home working.
Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays.
As the first point of contact for customer support, you’ll be crucial in resolving technical issues:
- Troubleshooting alerts from our monitoring systems.
- Collaborating with the Service Desk Team Leader and support team to identify recurring issues and enhance training/documentation.
- Handling inbound incidents via phone, email, and our service desk portal.
- Proactively checking client systems for performance, minimising downtime.
- Working closely with internal teams (product & development) to resolve complex issues and escalate when necessary.
What We’re Looking For:
- Previous Service Desk experience / working with a ticketing system.
- Understanding of Service Level Agreements.
- Communication Skills: Excellent written and verbal communication.
- Tech Expertise: Previous experience in a technology-led support role.
- Hands-On Skills: Knowledge of CCTV and hardware assembly.
- SQL Knowledge: Familiarity with databases and query language.
- Self-Starter: Ability to manage and prioritize tasks independently.
- Problem Solver: Proactive approach to incident investigation and resolution.
What’s In It for You?
- Healthcare cash plan.
- Discounts on retail, travel, and social activities.
- 25 days holiday + bank holidays.
- Cycle-to-work scheme.
- Enhanced Maternity & Paternity Package (subject to eligibility).
Ready to take the leap? Apply today and we’ll be in touch!
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 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. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
Service Desk Analyst employer: Marston (Holdings)
Contact Detail:
Marston (Holdings) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get your tech skills ready! Brush up on your troubleshooting techniques and be prepared to showcase your problem-solving abilities during interviews. We want to see how you tackle real-life scenarios, so think of examples that highlight your expertise.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and even lead to referrals. Remember, we love seeing candidates who are genuinely interested in our team!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to prepare for common questions. We’re keen on communication skills, so focus on articulating your thoughts clearly and confidently.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining our team. Don’t forget to follow up after applying; a little persistence can go a long way!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Tech Skills: Make sure to highlight your previous experience in tech support and any specific tools or systems you've worked with. We want to see how you can troubleshoot and solve problems, so don’t hold back!
Tailor Your Application: Read the job description carefully and tailor your application to match. Use keywords from the listing to show us you’re a perfect fit for the Service Desk Analyst role. It’ll make your application stand out!
Keep It Clear and Concise: When writing your application, keep your language clear and to the point. We appreciate good communication skills, so make sure your writing reflects that. Avoid jargon unless it’s relevant!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Marston (Holdings)
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around CCTV systems and SQL. Be ready to discuss your previous experiences with troubleshooting and how you've resolved issues in the past.
✨Master the Art of Communication
Since you'll be the first point of contact for customer support, practice explaining complex technical issues in simple terms. Think about examples where your communication skills made a difference in resolving a problem.
✨Familiarise Yourself with Service Level Agreements
Understanding SLAs is crucial for this role. Be prepared to discuss how you've managed expectations in previous roles and how you prioritise tasks to meet service levels.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled challenging incidents. Highlight your proactive approach and any tools or methods you used to investigate and resolve issues effectively.
