Service Desk Analyst

Service Desk Analyst | Vidalert | Neath - Wales

Salary: £25,500

Are you a Tech troubleshooting expert? Your next career adventure awaits!

We’re on the lookout for Service Desk Analyst to join our dynamic Vidalert team in Neath.

If you’re passionate about solving technical challenges, this is the role for you!

Who We Are: Vidalert and Vortex are part of Marston Holdings Technology division, driving innovation in intelligent traffic enforcement and smart city solutions. Together, we use cleantech and real-time data to deliver smarter, more sustainable communities with maximum efficiency and lower operational costs. From environmental sensors to advanced data networks, we’re helping lead global decarbonisation efforts.

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’ll 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 elevate 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?

• Salary £25,500
• Career Development inc Linked In Learning
• Healthcare cash plan
• Discounts on retail, travel, and social activities
• 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.

INDHP