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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 support the internal infrastructure of the business. You will provide 1st and 2nd line support in a Microsoft Windows environment, assist with implementation and maintenance of internal technology including servers, firewalls, switches, and wireless infrastructure.
You will work 37.5 hours per week between 8:45am and 5:00pm. Upon completing your probation, you will join an on-call rota for out-of-hours issues, subject to CTO approval.
DAY-TO-DAY RESPONSIBILITIES
* Accurately record issues and update support tickets
* Be adaptable with changing priorities
* Manage incidents, change requests, and questions promptly following processes
* Handle stakeholder technical queries within SLA, escalating when necessary
* Champion internal infrastructure and support team coverage during absences
* Work independently on projects and train others on new technologies
* Troubleshoot IT issues as directed
* Maintain support documentation and update the knowledge base
* Understand the IT infrastructure and suggest improvements
This role offers opportunities to work on exciting projects, including gaining knowledge in Microsoft Azure, Cisco FirePower, Cloud Telephony, and more.
REQUIRED SKILLS AND EXPERIENCE
* Strong customer service skills, with excellent written and verbal communication
* Ability to work cooperatively with customers and build relationships
* Understanding of Windows OS (server and client)
* Ability to work both independently and within a team
* Desire to stay updated with technological advancements
* 1-2 years of relevant commercial experience
WHAT IS LIFE LIKE AT SMARTSEARCH?
* Award-winning tech company recognized in RegTech100 2024 and Great Place To Work since 2023
* Located in Ilkley with excellent transport links and amenities
* Focus on employee wellbeing with facilities like breakout areas, wellbeing champions, gym, and more
* Opportunities for progression, personal development, and training
* Benefits include 25-30 days leave, pension, private medical, life insurance, and recognition schemes
* Active social and charitable activities, inclusive culture, and support for diversity and social responsibility
OTHER DETAILS
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industry: Software Development
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