Workplace IT Support Analyst
Posted Updated
Summary
1st-line IT support analyst at Equals (a UK payments/fintech company), acting as the first point of contact for staff IT issues via Slack and a ticketing system. Day to day: logging, triaging and resolving hardware, software, network, Microsoft 365 and VPN issues, setting up equipment for new starters, and maintaining asset records and knowledge-base docs. Office-based in London, Mon-Fri.
- The Workplace IT Support - 1st Line is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction
- Serve as the first point of contact for IT support via Slack and ticketing system
- Log, categorise, prioritise, escalate, and resolve IT issues and service requests in line with SLAs
- Provide first-time fixes where possible and escalate unresolved issues to 2nd/3rd line support
- Communicate clearly with users regarding issue status and resolution times
- Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)
- Support Microsoft Windows and/or macOS operating systems
- Assist with Microsoft 365 applications
- Perform basic user account administration
- Support VPN, remote access, and basic connectivity issues
- Set up IT equipment for new starters (laptops, peripherals, access rights)
- Collect leavers equipment promptly
- Maintain accurate asset records and user documentation
- Follow IT security and access control procedures and keep documentation up to date
- Create and update knowledge base articles and support documentation
- Identify recurring issues and suggest improvements to systems or processes
- Adhere to ITIL-aligned service management practices
- This is a full-time, office-based role (Monday to Friday), covering business hours with occasional out-of-hours or on-call support where needed
Benefits
- Contributory pension
- Life assurance
- Health insurance through BUPA
- Our Employee Assistance Programme offers a 24/7 confidential advice line for health, bereavement and other areas of support
- 25 days holiday per year + your birthday off
- We are members of the cycle to work scheme
- We offer Season Ticket Loans
- Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
- Interbank currency rates on travel money and international transfers
- Opportunities for progression, development and learning new skills
- We believe that certain skills are essential to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application
- Strong customer service and communication skills
- Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
- Experience with ticketing systems (e.g. Jira)
- Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
- Experience in an ITIL-based service environment
- Exposure to cloud platforms (Microsoft Azure / AWS)
- Knowledge of endpoint management tools (Intune / Jamf)
- Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)
