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.
Who We Are
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. We’re leading the way in decarbonisation efforts globally with our innovative environmental sensors, networks, and data solutions.
Why Join Us
* 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.
What You’ll Be Doing
* 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 escalating when necessary.
Qualifications
* Previous Service Desk experience / working with a ticketing system.
* Understanding of Service Level Agreements.
* Excellent written and verbal communication.
* Previous experience in a technology‑led support role.
* Knowledge of CCTV and hardware assembly.
* SQL knowledge: familiarity with databases and query language.
* Self‑Starter: ability to manage and prioritise tasks independently.
* Problem Solver: proactive approach to incident investigation and resolution.
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