SmartSearch
Senior Service Desk Analyst
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Senior Service Desk Analyst
Anti-Money Laundering Verification Software Provider
SmartSearch’s technology an AML solution armed with the most advanced and comprehensive features available.
The company thrives through open, collaborative, and supportive culture, spearheading rapid growth while maintaining its exciting, rewarding, and unique work atmosphere.
How Will You Make a Difference?
This role centres on resolving escalated complex technical issues—collaborating throughout internal departments to deliver timely, actionable solutions. Using your problem-solving expertise, you’ll drive continuous process and capability improvement, while mentoring and upskilling Service Desk Analysts. Varied daily responsibilities include:
- Delivering high-quality 2nd line support to resolve hardware, software, and networking issues
- Providing guidance, training, and mentorship to Service Desk Analysts
- Ensuring adherence to service-level agreements (SLAs) and KPIs, championing iterative improvement
- Maintaining an exemplary customer service standard
- Operating autonomously and efficiently, prioritising your own workload to resolve tickets in a timely, structured manner
- Thoroughly documenting troubleshooting steps, collaborating on shared problem-solving with peers or senior staff
- Authoring clear technical documentation and user guides for the IT Knowledge Base
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Requirements
Essential Experience & Skills
- 3–5 years in an IT support or IT Engineering role
- Hands-on experience supporting internal infrastructure, networking, and software products
- Proven expertise across 1st and 2nd line technical issues
- Ability to diagnose complex issues under pressure, identifying root-cause solutions
- Strong team collaboration and independence—balancing workflow across technical personnel while delivering proactive, self-managed workloads
- Exceptional customer service focus, with adaptability in communication (across levels both spoken and written)
- Expertise with:
- Active Directory
- User management
- Cisco networking
- Strong communication and problem-solving skills
Desirable
- Microsoft certification: AZ-900, SC-900, or MS-900
- ITILv4/v5 Foundation
- CompTIA A+
- CompTIA Security+
Life at SmartSearch
A multi-award-winning trust in RegTech and financial compliance, SmartSearch is notable for its innovative vision:
- Featured on the Renowned 2024 RegTech100 list
- Named among the Top 100 Fastest Growing Tech Companies (Northern Tech Awards, 2024)
- Declared Technology Provider of the Year (Corporate Finance Awards, 2024)
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Since 2022, SmartSearch has earned Great Place To Work certification—representing its collaborative, inclusive culture. Within the company:
- Ample career progression opportunities supported by diverse mentoring and frequent feedback
- Transformed with continued growth
- A dedicated, progressive approach driving diversity & inclusion (DE&I) through structured initiatives, community building, and charitable partnerships
- Continual positive social impact, from education to local support
Comprehensive Employee Benefits
- 25 days annual leave (rising to 30 days post 5 years of service)
- Private Medical Insurance (covering dental and optical care)
- Pension scheme
- Life Assurance (4x annual salary benefit)
- 1 day paid voluntary participation per year
- Enhanced maternity/paternity leave
- Employee Assistance Programme
- Cycle-to-Work Scheme
- Onsite gym
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