Service Desk Analyst

Service Desk Analyst

Location: Neath, Wales

Salary: £25,500

Marston Holdings’ continued growth is supported by an established Technology division, which includes VidAlert and 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 by leveraging the power of real time data with cleantech technologies.

About the role

Our Service Desk team keeps VidAlert’s services running smoothly and our customers supported.

As a Service Desk Analyst, you’ll be the first point of contact for customer support, monitoring systems, managing alerts and solving issues as they arise. It’s a fast-paced, varied role where your problem-solving skills, attention to detail and customer focus will have a real impact.

Join us and play a key role in keeping our service moving.

This role operates a rotational shift work pattern inc weekends

• Rotational Hours: 37.5 hours/week covering business hours from 7:00 AM to 7:00 PM, including Bank Holidays.

• Enjoy a mix of office-based Monday-Friday and weekend home working.

What you will be doing:

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 are 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 you will get in return:

• Salary £25,500
• Career Development inc LinkedIn Learning
• Healthcare cash plan
• Discounts on retail, travel, and social activities
• Cycle-to-work scheme
• Enhanced Maternity & Paternity Package (subject to eligibility)

If this sounds like the job for you, please apply….

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.