IT Support Analyst

At EQ Accountants, we believe that at the core of our success is our people. We are more than just a team of financial experts; we are partners in our clients’ journeys. For over 20 years, we have taken pride in championing SMEs, delivering bespoke accounting solutions that drive growth and success for our clients. Our journey from a single office to 10 thriving locations reflects our unwavering commitment to excellence and we are now looking for a talented individual to join us and be part of our exciting growth story.

We are an employer who cares; where individuals are supported to reach their personal and professional goals. We’re committed to continuous learning, providing ongoing training and development opportunities to help you stay ahead of the curve. This includes investing in the latest technology, sharing best practice and creating a One EQ ethos that brings our values to life.

At EQ, our values are central to everything we do. They guide how we show up, how we support one another, and how we grow together:

• We Shine Together: We celebrate everyone's individuality and work as one team.
• We Do the Right Thing: We act with kindness, fairness, and integrity in everything we do.
• We Make It Count: We're quietly brave as we make a difference, every day, for our clients and communities.

There has never been a more exciting time to join EQ!

Role overview

As an IT Support Analyst your ability to provide support services including fixing and maintaining hardware and software, providing network support and installing I.T equipment is essential. You will excel at maintaining our IT processes and systems, and through your contribution to continuously improving our IT infrastructure, you’ll help to optimise business performance and enable the firm to achieve its long-term goals.

Your ‘go to’ person is the Servicedesk Manager, who will support and challenge you not only to succeed in your role but to realise your potential and career aspirations at EQ.

Key Responsibilities

In this role, your aim is to enable EQ to deliver its vision and strategic objectives by:

• Ensuring that all IT systems and infrastructure are consistently operational and stable to meet their purpose.
• Diagnosing, repairing and maintaining hardware and software components, setting up and configuring computer networks and providing generalist IT support to colleagues.
• Resolving all helpdesk queries within service level agreements and act as the primary IT contact for day-to-day IT support.
• Provide Ad-Hoc training to the user community as and when required.
• Own and update appropriate documentation of systems and support processes.

Your key responsibilities will include but not be limited to the following:

• Provide expert knowledge, experience and an innovative approach to supporting, developing and implementing the firm’s day to day IT needs.
• Provide high quality IT advice and information to the IT Team including recommending solutions to support the development and delivery of specific functional IT needs.
• Implement all aspects of IT operations of EQ, ensuring standard, efficient and effective processes are in place.
• Support IT integration initiatives that will continuously improve our services and productivity, and develop the technological strength of EQ.
• Respond to helpdesk requests to ensure service requests are met where appropriate, ensure that helpdesk requests are updated and keep service colleagues informed of developments.
• Maintain all aspects of the firm’s IT systems and network technologies, ensuring that work is carried out with minimal disruption and that the availability and security of IT services are maintained.
• Contribute to regular progress reports to the Head of IT and highlight potential issues and solutions that secure the system and infrastructure maintenance.
• Set up workstations with computers and associated equipment, checking computer hardware to ensure they are fit for purpose.
• Maintain a workstation, software and device inventory.
• Install and configure appropriate software and functions according to specifications.
• Build collaborative working relationships with a broad range of internal stakeholders, communicating effectively and explaining complexities easily across a broad range of IT topics.
• Build productive relationships with technology partners and suppliers, working closely with suppliers to complete IT deliverables.
• Provide post-implementation review information to the IT team following the completion of IT initiatives and projects, taking the key learnings and continuously improving our IT processes and practices.
• Carry out site backups, scheduling regular checks on the integrity of the data and procedures working with the Infrastructure Analyst to resolve issues that arise.
• Help to drive the security and integrity of the firm’s information technology and communications systems to ensure they are maintained to the highest level of confidentiality and sensitivity and are protected against internal and external threats.
• Conduct IT workstation set up training and contribute to the development of Cyber Security capability across the firm working collaboratively with the Learning and Development Lead to deliver training.
• Keep up to date with technology and work with the I.T Team to advise on how new technological solutions and their implementation can meet finance, business and systems requirements.
• Communicate confidently and kindly with all members of the EQ Team.

Success Criteria

You’ll know you’re succeeding if:

• We integrate mergers and acquisitions’ IT solutions seamlessly into EQ and maintain high engagement within all teams.
• EQ’s IT systems and processes are operating in a continuous improvement cycle in line with our One EQ ethos.
• All IT initiatives are completed successfully - fit for purpose, on time and to budget.

What you’ll need to be successful:

• A values-led expert with a strong understanding of IT infrastructure, solutions and data analysis.
• Ideally with an accountancy or professional services background and good understanding of the IT solutions required to safeguard and ensure the efficient systems operation of a professional services firm.
• Experience in supporting the implementation of the IT integration of acquisitions and business transfers would be desirable.
• Experience and understanding of professional service practice management systems, cloud-based technologies, business intelligence solutions, security risks and solutions and digital delivery platforms.
• Strong attention to detail with a proactive approach to problem-solving.
• Excellent team spirit and the skills and competence to lead in your area of expertise and be a valued part of a high-performing, dedicated team.
• Resilience, confidence, and kindness.
• Excellent communication and interpersonal skills and the ability to make the right things happen at pace.
• The ability to inspire others by being honest but never over-promising.
• Understanding or a willingness to learn about and support all aspects of our work at EQ.
• Passionate about providing your colleagues with a great IT service experience at every stage of their engagement with you.
• Values led with care and support for others to achieve their goals.
• Ability to work on multiple tasks simultaneously.
• Manage expectations effectively – communicate bad news as well as good news.

Why work for EQ?

We are an employer who cares; where individuals are supported to reach their personal and professional goals. At EQ, you’ll find a supportive environment where your goals are our goals. We’re committed to continuous learning, providing ongoing training and development opportunities to help you stay ahead of the curve. This includes investing in the latest technology, sharing best practice and creating a One EQ ethos that brings our values to life.

With our recent growth, we have been able to deliver Phase Two of our benefits enhancement plan…and we are not stopping there!

When you join EQ you can expect:

• Competitive salary
• 33 days annual leave, with additional leave entitlements after three and five years' service
• Pension (up to 5% employee contribution, matched by EQ)
• Life insurance (4 x annual salary)
• 14 hours paid volunteering time
• Enhanced maternity pay
• Enhanced paternity/partner leave and pay
• Hybrid (one day working from home, following probation)
• Private medical cover (subject to conditions)
• EE Perks: 20% off your monthly plan, plus an additional five codes for friends and family
• Income protection
• Continuous training and support
• Excellent work culture with social events throughout the year

If you’re passionate about people, driven by purpose, and excited to grow with a forward-thinking accountancy firm who are With You every step of the way, we’d love to hear from you.