Senior Service Desk Analyst

Location: Hybrid / Cardiff CF24 5EA
, UK
job type: Permanent / Full-time
Sector and subsector: IT | Support & Infrastructure
Salary: Competitive salary

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

Smart Search 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.

The Senior Service Desk Analyst is focused on resolving complex technical issues escalated from Service Desk Analysts. They collaborate with internal departments to deliver timely and effective solutions, contribute to knowledge and process improvement, and help develop the capability of those around them.

• Deliver high-quality 2nd line support to resolve hardware, software and network issues.
• Provide guidance, support and training to Service Desk Analysts
• Work towards Service Level Agreements and KPIs, striving for continuous improvement
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of support tickets
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
• Create clear technical documentation and user guides for the IT Knowledge Base

• 3-5 years’ experience in an IT support or IT Engineering role
• Experience of supporting internal infrastructure, networking, and software products
• Strong background handling both 1 st line and 2 nd line technical issues
• Ability to diagnose complex technical issues under pressure and identify root cause solutions.
• 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
• Experience with Active Directory, user management and CISCO networking
• Excellent customer service and communication skills
• Certifications for Microsoft products and services (AZ-900, SC-900, MS-900)
• ITILv4 or ITILv5 Foundation
• CompTIA A+, CompTIA Security +

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned Reg Tech
  100 list for 2024
  , listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards
  2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• We have been Great Place To Work Certified since 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance – 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme

The administrator of your data is Smart Search with its registered office in Mayfield House, Lower Railway Road, Ilkley, Leeds, LS29 8FL
. The data is collected for the purposes of recruitment for the position given in the advertisement, it can also be processed in future recruitment processes with your additional consent. Providing personal information is voluntary. You have the right to access the data, correct or delete it. Detailed information on the processing of personal data by Smart Search can be found in the principles of data processing in Cezanne Recruitment and our Privacy Policy.

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