Service Desk Analyst

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!

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.

• 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.

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.

• Previous Service Desk experience / working with a ticketing system.
• Understanding of Service Level Agreements.
• 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 prioritise tasks independently.
• Problem Solver:
  Proactive approach to incident investigation and resolution.

• Salary £25,500
• Career Development inc Linked In Learning
• Discounts on retail, travel, and social activities
• Enhanced Maternity & Paternity Package (subject to eligibility)

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants.