Service Desk Analyst

WHO ARE WE?

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 1^st and 2^nd 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.

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
• 1-2 years commercial experience in a similar role

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality
• Our recognitions include the renowned RegTech100 list for 2024, Great Place To Work Certified since 2023 and we’re one of the fastest growing tech companies In Europe
• We have fantastic facilities at our head office in Ilkley which has direct train links from Leeds and Bradford and free 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
• 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 25 days annual leave per year rising to 30
• 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
• Big company celebrations throughout the year
• 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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