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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.
Working within a Service Delivery team of 6 will be the first escalation point for the Service Desk Team. You will assist the Service Desk Team Leader and the Service Delivery Manager in setting service desk targets, provide guidance and sharing knowledge with Service Desk Analysts on best practice and ways of working.
With at least 4 years’ experience, the successful candidate will be competent in the following technologies:
Microsoft Windows Server 2016/2019 and Hyper-V virtualisation
Veeam Backup and Replication
Microsoft Azure virtualization and Office 365
Experience of supporting an internal infrastructure, networking, and software products
Have experience of troubleshooting and diagnostics within Windows based environments
Have a basic understanding of Windows operating systems, both server and client
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
Good written and verbal communication skills and good standard of English
Have a desire to keep up to date with technology changes
Be adaptable in working, with multiple priorities that can change regularly
Capable of working independently and prioritising their own workload with little guidance.
Capable of setting priorities for junior members of the team and sharing knowledge / training where possible
Able to identify training needs within the team and liaise with the Service Desk Team Leader to deliver any required training
Confident communicating with the heads of department to understand their IT requirements and resolve any specific issues they might have
Attends the departmental technology workshops and aids the departmental technology champions in implementing technical solutions for their challenges
Able to be included in part of the on-call and escalations rota for out of hours technical issues raised by staff and pro-active monitoring – after probation, subject to sign off by the Head of Technology
Stays compliant with all technical security, patch management, service and other general policies
We are a multi-award winning Tech company with an aspirational mentality
Our recognitions include being named in the renowned RegTech100 list for 2022, Great Place To Work Certified in Oct 2022 and we’re one of the fastest growing companies In Europe
We have fantastic facilities at our head office in Ilkley which has direct train links from Leeds and Bradford and on-site parking
Employee welfare and fulfilment is a priority. We provide comfortable breakout areas, wellbeing champions, mental health first aid, reading spaces, prayer room, an onsite gym, gaming area, healthy vending machines, and fresh fruit delivered weekly
Hybrid work policy enables you to work from home 2 days per week (following initial training period and subject to performance and manager sign-off)
There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
Regular training will develop your skills and the Mentor Scheme offers fantastic support for your progression
Our excellent benefits package includes up to 30 days annual leave per year
Employee referral bonus and various weekly recognition schemes help us to demonstrate our appreciation and teamwork
Employee engagement and activities committee that plans social and charitable activities throughout the year
Two big company celebrations per year - summer and winter events
Company pension scheme, comprehensive private medical scheme and life insurance
We are a diverse and inclusive group of people and proactively encourage D&I and supporting social responsibility through our DE&I Group, charities, support for local schools, wellbeing champions and partnerships with external suppliers.
You want to work with us? Great! Apply by clicking the button below and we’ll be in touch as soon as we can. Don't forget to attach your CV and covering letter.