Service Desk Analyst

  • Full Time


SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

In 2021 we were recognised by the Financial Times as one of the Top 1000 fastest growing companies in Europe for the 4th consecutive year and won the Yorkshire Post Excellence in Business Award - Digital & Technology, as well as being named in the renowned RegTech100 list for 2022.

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. 


Reporting to the Service Desk Team Leader, the Service Desk Analyst will form part of a growing team supporting the employees and maintaining the internal infrastructure of the business.  You will be responsible for providing 1st and 2nd line support in a typical Microsoft Windows based environment.

You will also have the opportunity to assist the Infrastructure Team on the implementation and maintenance of internal technology, including both virtual and physical servers, firewalls, switches and wireless infrastructure. Furthermore, it is a great opportunity for someone who would like to gain knowledge in solutions such as Microsoft Azure, Cisco FirePower, Cloud Telephony (AudioCodes SBC) and RUCKUS WiFi.


  • We have fantastic facilities at our head office in Ilkley which was designed with employee welfare and fulfilment in mind and includes numerous breakout areas, reading space, an onsite gym, onsite parking, gaming area, pool table and table tennis, free fruit delivered weekly

  • There are excellent progression opportunities within our company growth plans based on personal development goals and regular feedback and reviews

  • Training and development is provided by talented team members, enthusiastic leadership and industry experts

  • Our excellent benefits package includes 25 days annual leave rising with each year of employment up to a maximum of 30 days per year.

  • Employee referral bonus

  • Various weekly recognition schemes

  • Employee engagement and activities committee that plans 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 have a proactive focus on inclusion & diversity and supporting social mobility through our DE&I Group; we are keen to meet with a diverse pool of candidates


  • Ensuring tickets received by the service desk are managed in a timely and appropriate manner following the relevant processes

  • Accurately recording and updating support tickets on Freshdesk ticketing system (or similar)

  • Resolving technical queries and issues within an ITIL framework, achieving SLA’s and escalating issues where required 

  • Ensuring employees are receiving a high level of customer service and kept up to date with regards to their issue

  • Communicating with employees, stakeholders and 3rd party vendors through written, verbal and face to face discussion

  • To work independently on assigned projects through to completion

  • Ensure appropriate support documentation is maintained

  • Ensure 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 

    You will be working with the following core technologies on a day to day basis:

  • Windows Server 2019-2022 and Hyper-V Virtualization

  • Microsoft Cloud products such as Teams and Office 365

  • Windows 10 and standard Windows applications

  • Veeam backup and Replication

  • Azure Active Directory

    It is also advantageous to have knowledge of:

  • Networking (LAN,WAN,Wireless)

  • VMware ESX

  • Microsoft Intune & Autopilot


  • A priority for this role will be to provide a high level of customer service

  • You will have excellent interpersonal and communication and the ability to listen and communicate at all levels (both written and verbal)

  • Being adaptable and able to work on multiple priorities that can change regularly

  • An understanding of IT systems and intrinsic desire to learn and stay up to date with modern technologies

  • The ability to guide others in the use of a range of IT applications

  • Able to work co-operatively and productively with customers and building strong working relationships

  • 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 Head of Technology.

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