Senior Service Desk Analyst

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.


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:

  • VMware ESX

  • Microsoft Windows Server 2016/2019 and Hyper-V virtualisation

  • Veeam Backup and Replication

  • Microsoft Teams

  • Microsoft Azure virtualization and Office 365

  • Networking

  • Active Directory

What are we looking for in a candidate?

  • 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

What is life like at SmartSearch?

  • 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.

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