Service Desk Analyst

JR United Kingdom; Ilkley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading tech company is seeking a Service Desk Analyst to support internal infrastructure. The role involves providing technical support, managing incidents, and collaborating with the infrastructure team. Opportunities for growth and development are available in a supportive and innovative environment.

Benefits

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

Qualifications

• Strong customer service focus and ability to communicate effectively.
• Solid understanding of Windows operating systems.
• Proven experience in a similar role.

Responsibilities

• Provide 1st and 2nd line support in a Microsoft Windows environment.
• Record issues and update support tickets accurately.
• Troubleshoot IT issues as requested by the Service Desk Manager.

Skills

Customer Service

Windows Operating Systems

Time Management

Communication

Education

Proven experience in a similar role

Tools

Microsoft Windows Server 2022

Active Directory

Microsoft Office 365

Job description

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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 form part of a growing team supporting the internal infrastructure of the business. You will be responsible for providing 1st and 2nd line support in a typical Microsoft Windows based environment as well as assisting the Infrastructure Team on implementation and maintenance of all internal technology, including both virtual and physical servers, firewalls, switches and wireless infrastructure.

You will be working 37.5 hours per week between 8:45am and 5:00pm. In addition, upon completion of your probation, you will be required to join an on-call rota for out of hours technical issues raised by staff and pro-active monitoring – subject to sign off by the Chief Technical Officer.

Please note, this role is office based at our Ilkley office Monday to Friday.

VARIED DAY TO DAY RESPONSIBILITIES

• Accurately recording issues and updating support tickets
• Being adaptable in working, with multiple priorities that can change regularly
• Ensuring all incidents, change requests, questions, etc are managed in a timely and appropriate manner following relevant processes
• To handle stakeholder technical queries and issues within SLA and to escalate to the Service Desk Manager where required
• To be a ‘champion’ for the internal infrastructure, ensuring other team members can provide cover in the event of your sickness absence and holidays
• To work independently on assigned projects through to completion and train other team members on those new technologies
• To troubleshoot IT issues as requested by the Service Desk Manager
• Ensure appropriate support documentation is maintained and that the Service Desk knowledge base is appropriately populated and updated.
• To gain a full and complete understanding of the SmartSearch IT infrastructure and be proactive in suggesting improvements where possible and/or necessary

As part of this role, you will have the opportunity to work on many exciting projects alongside our internal infrastructure team which is essential to support the continued growth of the business. Furthermore, it would be a great opportunity for someone who would like to further their knowledge in solutions such as Microsoft Azure, Cisco FirePower, Cloud Telephony (AudioCodes SBC) and more.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• Strong customer service focus with the ability to listen and communicate at all levels both written and verbal
• Able to work co-operatively and productively with customers and building strong working relationships
• Customer focused, with the ability to continually assess the impact and urgency for our customers
• Have a solid understanding of Windows operating systems, both server and client
• The ability to work well in 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
• Have a desire to keep up to date with technology changes
• Proven experience in a similar role
• Excellent knowledge of Windows 10/11 and standard Windows applications
• Microsoft Windows Server 2022
• Knowledge of Microsoft product such as Teams, Office 365, Sharepoint and Azure
• Active Directory and Group Policy Management
• Knowledge of working managing SLA’s and working towards KPI’s
• Time management and planning skills

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

• 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