Service Desk Analyst

Description:

Service Desk Analyst

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 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.