Senior IT Service Desk Analyst & Mentor

SmartSearch; Ilkley; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days holiday rising to 30

Private Medical Insurance

Company pension scheme

Life Assurance – 4x salary

Volunteering day

Enhanced maternity/paternity offerings

Employee Assistance Programme

Cycle to work scheme

On site gym

Job summary

SmartSearch is seeking a Senior Service Desk Analyst to resolve complex technical issues and support internal departments. The role involves delivering high-quality support, guiding junior staff, and ensuring timely resolution of support tickets.

The ideal candidate will have 3-5 years of IT support experience, strong customer service skills, and the ability to diagnose technical issues under pressure. SmartSearch offers a competitive benefits package, including private medical insurance and generous holiday allowance.

Qualifications

• 3-5 years of experience in IT support or IT Engineering role.
• Strong background handling both 1st and 2nd line technical issues.
• Ability to diagnose complex technical issues under pressure.

Responsibilities

• Deliver high-quality 2nd line support for hardware, software, and network issues.
• Provide guidance and training to Service Desk Analysts.
• Document troubleshooting steps clearly for knowledge sharing.

Skills

IT Support

Technical Troubleshooting

Customer Service

Active Directory

CISCO Networking

Education

IT Certifications (AZ-900, SC-900, MS-900)

ITILv4 or ITILv5 Foundation

CompTIA A+ and Security+

Job description

SmartSearch is seeking a Senior Service Desk Analyst to resolve complex technical issues and support internal departments. The role involves delivering high-quality support, guiding junior staff, and ensuring timely resolution of support tickets.

The ideal candidate will have 3-5 years of IT support experience, strong customer service skills, and the ability to diagnose technical issues under pressure. SmartSearch offers a competitive benefits package, including private medical insurance and generous holiday allowance.