Service Desk Analyst

Whatsoninleeds; Ilkley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading tech company in Ilkley is seeking a Service Desk Analyst to support its internal infrastructure. The role involves providing IT support, managing incidents, and working on exciting projects with opportunities for skill development in Microsoft technologies. Join a collaborative environment with a focus on personal growth and a commitment to diversity.

Benefits

25 days holiday, increasing to 30 with service

Private Medical Insurance

Company pension scheme

Life Assurance – 4x your annual salary

Enhanced maternity/paternity benefits

Qualifications

• Proven experience in a similar role is required.
• Solid understanding of Windows operating systems (server and client).
• Knowledge of Microsoft technologies and customer-focused mindset.

Responsibilities

• Provide 1st and 2nd line support in a Microsoft Windows-based environment.
• Manage incidents, change requests, and stakeholder technical queries.
• Maintain support documentation and update the Service Desk knowledge base.

Skills

Customer service skills

Communication

Teamwork

Time management

Problem-solving

Tools

Windows 10/11

Microsoft Windows Server 2022

Active Directory

Office365

Microsoft Azure

Job description

Ilkley, Yorkshire and the Humber, United Kingdom

SmartSearch

Posted 1 day ago

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Full 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?

Reporting to the Service Desk Team Manager, the Service Desk Analyst will support the internal infrastructure of the business. You will be responsible for providing 1st and 2nd line support in a Microsoft Windows-based environment and assisting the Infrastructure Team with the implementation and maintenance of internal technology, including virtual and physical servers, firewalls, switches, and wireless infrastructure.

You will work 37.5 hours per week, Monday to Friday, between 8:45 am and 5:00 pm. After probation, you will join an on-call rota for out-of-hours support and proactive monitoring, subject to approval by the CTO.

This role is based at our Ilkley office, Monday to Friday.

DAY-TO-DAY RESPONSIBILITIES

• Accurately record issues and update support tickets.
• Adapt to changing priorities and work effectively under pressure.
• Manage incidents, change requests, and questions promptly following relevant processes.
• Handle stakeholder technical queries within SLA and escalate when necessary.
• Act as a ‘champion’ for internal infrastructure, supporting team coverage during absences.
• Work independently on projects and train team members on new technologies.
• Troubleshoot IT issues as directed by the Service Desk Manager.
• Maintain support documentation and update the Service Desk knowledge base.
• Develop a thorough understanding of the IT infrastructure and suggest improvements proactively.

You will have the opportunity to work on exciting projects with the internal infrastructure team, supporting the company’s growth. There is also potential to develop skills in Microsoft Azure, Cisco FirePower, Cloud Telephony (AudioCodes SBC), and more.

REQUIRED CANDIDATE SKILLS AND QUALIFICATIONS

• Strong customer service skills, with excellent communication at all levels.
• Ability to work cooperatively with customers and build strong relationships.
• Customer-focused mindset with the ability to assess impact and urgency.
• Solid understanding of Windows operating systems (server and client).
• Ability to work well in a team and independently.
• Enthusiasm for keeping up with technology changes.
• Proven experience in a similar role.
• Excellent knowledge of Windows 10/11 and standard applications.
• Knowledge of Microsoft Windows Server 2022, Teams, Office365, SharePoint, and Azure.
• Experience with Active Directory and Group Policy Management.
• Experience managing SLAs and KPIs.
• Good time management and planning skills.

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award-winning tech company with an aspirational culture.
• Recent recognitions include: RegTech100 list for 2024, Top 100 Fastest Growing Tech Companies by Northern Tech Awards 2024, and Technology Provider of the Year by Corporate Finance Awards 2024.
• Great Place To Work Certified since 2022.
• Opportunities for progression, with personal development goals, regular feedback, and support.
• A diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility through charitable initiatives and community support.

EMPLOYEE BENEFITS

• 25 days holiday, increasing to 30 with service.
• Private Medical Insurance covering dental and optical.
• Company pension scheme.
• Life Assurance – 4x your annual salary.
• Enhanced maternity/paternity benefits.