Senior Service Desk Analyst

Smartsearch; Cardiff; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

25 days holiday + 5 days service-based

Private Medical Insurance

Company pension scheme

Life Assurance 4x salary

Volunteer day per year

Enhanced parental leave

Employee Assistance Programme

Cycle to work scheme

On-site gym

Job summary

SmartSearch is seeking a Senior Service Desk Analyst in Cardiff to resolve complex technical issues escalated from Service Desk Analysts. You will collaborate with internal departments to deliver timely and effective solutions and contribute to knowledge and process improvements.

The role requires handling both 1st and 2nd line support, diagnosing root causes under pressure, and proactively managing workload.

Qualifications

• 3-5 years' experience in an IT support or IT Engineering role
• Experience supporting internal infrastructure, networking, and software products
• Strong background handling both 1st line and 2nd line technical issues
• Ability to diagnose complex technical issues under pressure and identify root cause solutions
• Ability to manage priorities within a team of technical personnel but also work independently and proactively

Responsibilities

• Deliver high-quality 2nd line support to resolve hardware, software and network issues
• Provide guidance, support and training to Service Desk Analysts
• Work towards Service Level Agreements and KPIs, striving for continuous improvement
• Provide excellent customer service
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of support tickets
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues
• Create clear technical documentation and user guides for the IT Knowledge Base

Skills

2nd line support

Active Directory

Cisco networking

Customer service

Troubleshooting under pressure

Job description

SmartSearch's distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

The Senior Service Desk Analyst is focused on resolving complex technical issues escalated from Service Desk Analysts. They collaborate with internal departments to deliver timely and effective solutions, contribute to knowledge and process improvement, and help develop the capability of those around them.

VARIED DAY TO DAY RESPONSIBILITIES

• Deliver high-quality 2nd line support to resolve hardware, software and network issues.
• Provide guidance, support and training to Service Desk Analysts
• Work towards Service Level Agreements and KPIs, striving for continuous improvement
• Provide excellent customer service
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of support tickets
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
• Create clear technical documentation and user guides for the IT Knowledge Base

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• 3-5 years' experience in an IT support or IT Engineering role
• Experience of supporting internal infrastructure, networking, and software products
• Strong background handling both 1st line and 2nd line technical issues
• Ability to diagnose complex technical issues under pressure and identify root cause solutions.
• The ability to manage priorities within a team of technical personnel but also have the initiative to work independently and proactively manage workload efficiently
• Strong Customer Service focus with the ability to listen and communicate at all levels both written and verbal
• Experience with Active Directory, user management and CISCO networking
• Excellent customer service and communication skills

Desirable:

• Certifications for Microsoft products and services (AZ-900, SC-900, MS-900)
• ITILv4 or ITILv5 Foundation
• CompTIA A+, CompTIA Security +

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• We have been Great Place To Work Certified since 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

COMPANY BENEFITS

Our comprehensive benefit package includes:

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance - 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme
• On site gym