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For Companies At a Glance
- Tasks: Provide first-level IT support and resolve user issues efficiently.
- Company: Join Equals, a leading company in multi-currency payments.
- Benefits: Competitive salary, 25 days holiday, gym access, and learning budget.
- Why this job: Kickstart your IT career with hands-on experience and growth opportunities.
- Qualifications: Experience in IT support and strong customer service skills.
- Other info: Inclusive workplace that values diversity and personal development.
The predicted salary is between 24000 - 36000 £ per year.
About Us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award‑winning product portfolio allows our customers to make low‑cost multi‑currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.
About The Role
The 1st Line IT Service Desk Analyst 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.
Responsibilities
- User Support & Ticket Management
- Serve as the first point of contact for IT support via Slack and ticketing system
- Log, categorize, prioritize, escalated, and resolve IT issues and service requests in line with SLAs
- Provide first‑time fixes where possible and escalated unresolved issues to 2nd/3rd line support
- Communicate clearly with users regarding issue status and resolution times
- Technical Support
- 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
- Onboarding & Asset Management
- 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
- Documentation & Continuous Improvement
- 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
Required Skills & Experience
- Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
- Strong customer service and communication skills
- Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
- Experience with ticketing systems (e.g. Jira)
- Ability to prioritize workload and work effectively under pressure
Desirable
- 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)
Personal Attributes
- Customer‑focused and patient approach
- Strong problem‑solving skills
- Well‑organised with attention to detail
- Willingness to learn and develop technical skills
- Team‑oriented with a proactive mindset
Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. When you join Equals, we aim to help you to get more out of your career.
Benefits
- A competitive salary benchmarked against a peer group.
- 25 days holiday per year + your birthday off.
- Opportunities for progression, development and learning new skills – £250 towards the cost of learning & development.
- Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere.
- GetActive with Aviva – Health and wellbeing discounts on services and products.
- Interbank currency rates on travel money and international transfers.
- Bupa Private Healthcare.
- Free eye test and £50 up to the cost of glasses.
- EAP Service – Mental Health Services.
- Life assurance policy – x3 annual salary.
- Contributory pension scheme.
- Cycle to work scheme.
- Season ticket loans.
- Enhanced parental policies.
- Complimentary tea, coffee, soft drinks and fruit.
Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you’ll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.
1st Line IT Service Desk Analyst in Chester employer: Equals Money
Contact Detail:
Equals Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Service Desk Analyst in Chester
✨Tip Number 1
Get your tech game on point! Brush up on your troubleshooting skills for hardware and software issues. The more confident you are in resolving common problems, the better you'll impress during interviews.
✨Tip Number 2
Practice your communication skills! As a 1st Line IT Service Desk Analyst, you'll need to explain technical issues clearly to users. Try role-playing with friends or family to get comfortable with this.
✨Tip Number 3
Familiarise yourself with ticketing systems like Jira. If you can show that you know how to log and manage tickets effectively, you'll stand out as a candidate who’s ready to hit the ground running.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it gives you a chance to showcase your enthusiasm right from the start.
We think you need these skills to ace 1st Line IT Service Desk Analyst in Chester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any previous roles in IT support and showcase your customer service skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a great fit. Don’t forget to mention your problem-solving skills and willingness to learn – we love that!
Showcase Relevant Experience: If you've worked with ticketing systems or have experience in an ITIL-based environment, make sure to highlight that. We’re looking for someone who can hit the ground running, so any relevant experience will help us see you as a strong candidate.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Equals Money
✨Know Your Tech Basics
Brush up on your understanding of networking concepts like DNS, DHCP, and TCP/IP. Being able to explain these in simple terms during the interview will show that you have a solid foundation for the 1st Line IT Service Desk Analyst role.
✨Familiarise Yourself with Ticketing Systems
If you’ve used ticketing systems like Jira before, be ready to discuss your experience. If not, do a bit of research on how they work and be prepared to talk about how you would manage and prioritise tickets effectively.
✨Showcase Your Customer Service Skills
This role is all about user support, so think of examples where you've provided excellent customer service. Be ready to share how you handled difficult situations or resolved issues quickly to keep users happy.
✨Prepare Questions About the Role
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the position and helps you understand how you can contribute to the team’s success, especially regarding onboarding and asset management.
