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?

You will form part of a growing team supporting the internal infrastructure of the business and providing excellent service to colleagues throughout the business.  You will be responsible for providing face to face, 1st and 2nd line support in a typical Microsoft Windows based environment, resolving support queries in a fast paced environment.

In addition, you will have excellent opportunities for learning and development by working closely with the Infrastructure Team and assisting with implementation and maintenance of all internal technology, including both Azure Cloud and physical servers, firewalls, switches and wireless infrastructure. There will be opportunities to learn and apply advanced technical solutions to common problems such as programmatic infrastructure as code, keeping up to date with the latest technologies and working in both an on-prem and Azure Cloud environment.

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 Head of Technology.

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

• 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.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.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• We are looking for someone who values teamwork as much as the rest of us

• You will have excellent interpersonal and communication skills with 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

• 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, and proactive about learning new technologies

• The ability to work well in a team of technical personnel but also have the initiative to work independently and proactively manage workload efficiently 

• Excellent attention to detail and a high standard or written communication

• 1-2 years in an IT support role would be advantageous

• 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 managing SLA’s and working towards KPI’s

• Time management and planning skills

Additional knowledge of the following is advantageous:

•  Networking Knowledge (LAN, WAN, DHCP, DNS)

• Working within an ITIL Framework

• Experience with Microsoft Intune

• Experience with Microsoft Entra – Conditional Access management, Group management etc.

• CISCO Firepower/ ISE

• Microsoft Powershell

• VoIP deployment and management experience

• Experience using a ticketing system such as FreshDesk, HaloITSM, Service Now etc.