At a Glance
- Tasks: Resolve complex technical issues and support Service Desk Analysts in a dynamic environment.
- Company: Join an award-winning tech company with a collaborative and supportive culture.
- Benefits: Enjoy 25 days holiday, private medical insurance, and excellent career progression opportunities.
- Other info: Be part of a diverse team committed to social responsibility and community impact.
- Why this job: Make a real impact while working with cutting-edge technology in a fast-growing company.
- Qualifications: 3-5 years in IT support, strong customer service skills, and relevant certifications.
The predicted salary is between 35000 - 45000 £ per year.
Location: Hybrid / Cardiff CF24 5EA, UK
Job type: Permanent / Full-time
Sector and subsector: IT | Support & Infrastructure
Salary: Competitive salary
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?
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.
VARIED DAY TO DAY RESPONSIBILITIES
- 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.
WHAT ARE WE LOOKING FOR IN A CANDIDATE?
- 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 1st line and 2nd 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 +.
WHAT IS LIFE LIKE AT SMARTSEARCH?
We are a multi-award winning Tech company with an aspirational mentality. Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fastest 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.
COMPANY BENEFITS
- 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.
Senior Service Desk Analyst in Cardiff employer: Hollybank Trustees Ltd
Hollybank Trustees Ltd is an exceptional employer, offering a dynamic work environment in Rough Hills, England, where collaboration and client-focused strategies thrive. With a flexible hybrid working model, a comprehensive benefits package including an enhanced pension scheme, and ample opportunities for professional development, employees are empowered to grow their careers while making a meaningful impact in the investment advisory sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst in Cardiff
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hollybank Trustees Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hollybank Trustees Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hollybank Trustees Ltd!
✨Direct Apply to Hollybank Trustees Ltd
Let's not forget to apply directly through the Hollybank Trustees Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Desk Analyst in Cardiff
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hollybank Trustees Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hollybank Trustees Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
